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Escalations not generating as configured

Escalations not generating as configured


We currently have authorization escalations configured to generate when a task becomes past due as follows:

  • 1st escalation to approver at 0 hrs
  • 2nd escalation to approver at 8 hrs
  • 3rd escalation to approver at 8 hrs
  • 4th escalation to RC support at 64 hrs

Essentially the 4th escalation should generate 10 days after the authorization is past due.

The problem is that sometimes this works as expected, however, sometimes we receive the 4th escalation after only 5 days....

The pattern we have noticed is that if there is a requisition that is past due 10 days AND there are additional requisitions that are past due 3 days, an escalation email generates for the requisition that is 10 days late plus any other escalations that are 3 (or more) days late that happen to be in queue...

Also, another interesting thing we noticed is that, coincidentally, these premature expiration notifications are always generated on Mondays which is significant because we have an automated script that runs every Friday night. This script is used to push new/changed services into the PROD system and involves shutting down and restarting the system...

Has anyone else experienced this?



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Escalations not generating as configured

When we initially setup escalations we had some issues and do have an open TR  to Eng because we have one escalation on one task on a particular service that does not escalate consistently but the others have no issue?  But right now we were instructed to build escalations using a 24 hour clock and our business day is 10 hours.  Based on how the Escalation manager is setup it  escalate ( for us we have the standard 8am to 9pm Monday - Friday once on the hour)  This is working on over 100 services we have

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