Hello everyone,
I would like to validate a behavior related to SLA and Escalation handling in assyst.
Scenario:
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An event was created with an active SLA.
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The action “Waiting for User Input” was taken.
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As expected, the SLA clock was paused (clock status = stopped).
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The SLA has remained paused for several days and is still stopped until today.
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Despite the SLA being paused, the system triggered:
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Escalation Level 1
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Escalation Level 2
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Eventually, the ticket was marked as breached.
Important notes:
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Escalations are handled through the Escalation Manager (internally designed in assyst).
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No SLA clock resumed during this period.
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Escalations were triggered while the SLA clock was still paused.
After reviewing the database behavior, it appears that escalation trigger timestamps are calculated and stored at event logging time, based on the logged date and SLA escalation definitions.
When the SLA clock is later stopped (e.g. via “Waiting for User Input”), those pre-calculated escalation timestamps are not recalculated or suspended.
As a result, the Escalation Scheduler continues to trigger escalation levels once the stored timestamps are reached, regardless of the SLA clock status.
My question:
Is this behavior expected in assyst?
Specifically:
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Should escalations still fire while the SLA clock is stopped due to “Waiting for User Input”?
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Or should escalations be fully aligned with the SLA clock state (i.e., not triggered while the SLA is paused)?
I would appreciate confirmation if this is by design or if it indicates a configuration issue.
Thank you in advance.