Incident Escalations showing as Complete when they should be Expired

Version 1

    Issue

     

    Incidents whose escalations have passed their expiry time do not get marked as breached, even though they were Resolved or Closed after the escalation breach time.

     

     

    Explanation

     

    It is up to Background Processing to mark escalations as expired, so if it runs into difficulty, or is stopped at the time when the escalations would expire, they do not get marked as such.

     

    If Background Processing is restarted before the Incident reaches the escalation completion status (usually Resolved or Closed) the escalations will expire correctly. However, if the Incident enters the escalation completion status and Background Processing is still inactive the escalations will be simply be marked as Complete.