Escalations taking a long time

Alpha1

Member
I have 450 tickets. Escalations is taking a really long time and I am seeing really high numbers in the process. Tens of thousands. Should this be?

Screenshot-2017-12-11 Admin CP - Forum.png
 
That’s not normal. You should probably cancel that task.

What kind of escalations have you got setup to trigger that? What criteria and what actions for each?
 
It happens if any escalation is set to:
Execution Type
  • Always
In that case it keeps firing. And in this case keeps sending email.
 
Escalation 1:
  • Last reply was after last status change
  • Last reply user is staff
  • Ticket state is: open
Actions:
  1. Execution Type: Always
  2. set to pending
Escalation 2:
  • Last reply was after last status change
  • Last reply user is staff
  • Ticket state is: pending
  • User is logged in
  • Time passed since last reply is greater than:48h
Actions:
  1. Execution Type: Always
  2. Send Starter Alert
I did have an email message set in this one. (but did not activate the email alert)

Escalation 3:
  • Last reply was after last status change
  • Last reply user is ticket starter
  • Ticket state is: pending
  • Time passed since last reply is greater than:1h
Actions:
  1. Execution Type: Always
  2. Set status: open
 
Last edited:
Yeah, annoyingly, I can't reproduce this at all. I'll keep digging in to it.
 
Do you have xon's alert addons?
Yeah, I tried on one of my dev boards and my live board. No luck with either.

If you disable the actions for each escalation (so nothing is actually triggered but tickets are still matched), do you still get caught in that loop? Trying to rule some things out.
 
With the once per message option, I'm not really seeing a use case for always anymore. Running an escalation either once for a ticket or once every message makes more sense IMO.

Anyways, I'll revisit it tomorrow since 3am is not doing me any favours. :)
 
Yes, I agree. It is not clear what the purpose is for 'always'. If it means that it always keeps firing then it should not be the default setting and should probably have a warning.
 
  • Like
Reactions: Naz
Back
Top