SLA Escalation Notifications

[CraigP]

I've been experimenting with the the SLA Escalation Notifications recently and just wanted to confirm whether they work as I'm thinking they do.

As a test to see what they looked like, I set up one to send me (as a specified recipient) a notification when a normal ticket is due to breach its resolution target in an hour. I eventually started to get some of these and they looked fine, so I deleted this escalation event.

I have noticed however, that I'm still getting these notifications even after deleting the event that triggers them. Am I correct in assuming that this means that when a request is created, it's basically takes a snapshot of the SLA configuration and what escalation events it needs to watch out for at the time of creation, rather than checking the currently configured escalation events "in real-time" as it were?

So just to confirm, I am only continuing to receive these notifications because the requests generating them were raised between the time I created the escalation event and deleting it, and I shouldn't continue to receive them?

[Jim]

Excatly that, I went through the same confusion after deleting some tests and they were still running, it check if the task needs to be created at the time of logging, then as you say its snapshotted

[Victor]

4 hours ago, CraigP said:

Am I correct in assuming that this means that when a request is created, it's basically takes a snapshot of the SLA configuration and what escalation events it needs to watch out for at the time of creation

Yes, with the correction that is not from when the request is created but from when the request timers are started, which might (and often is) different...