Escalations taking a long time

Discussion in 'Discussion' started by ALfa1, Dec 11, 2017.

  1. ALfa1

    ALfa1 Well-Known 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
     
  2. NixFifty

    NixFifty Administrator Staff Member

    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?
     
  3. ALfa1

    ALfa1 Well-Known Member

    It happens if any escalation is set to:
    Execution Type
    • Always
    In that case it keeps firing. And in this case keeps sending email.
     
  4. NixFifty

    NixFifty Administrator Staff Member

    What’s the criteria though so I can attempt to reproduce it?
     
  5. ALfa1

    ALfa1 Well-Known Member

    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: Dec 11, 2017
  6. ALfa1

    ALfa1 Well-Known Member

    escalation 2 triggers email and alert.
     
  7. NixFifty

    NixFifty Administrator Staff Member

    What actions do each of those have?
     
  8. ALfa1

    ALfa1 Well-Known Member

    I edited it in above.
     
  9. NixFifty

    NixFifty Administrator Staff Member

    Yeah, annoyingly, I can't reproduce this at all. I'll keep digging in to it.
     
  10. ALfa1

    ALfa1 Well-Known Member

    Do you have xon's alert addons?
     
  11. NixFifty

    NixFifty Administrator Staff Member

    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.
     
  12. ALfa1

    ALfa1 Well-Known Member

    If I change the escalation type from always to once per message then its solved.
     
  13. NixFifty

    NixFifty Administrator Staff Member

    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. :)
     
    ALfa1 likes this.
  14. ALfa1

    ALfa1 Well-Known Member

    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.
     
    NixFifty likes this.