Error in Eventlog: Escalation Point expiry action failed for escalation point of class type '{Process}.EscalationPoint' with primary key {Guid}. There is an error in XML document (1, 1).

Version 1

    Verified Product Versions

    LANDESK Service Desk 7.7.x

    (Document created by customer)

    Error Message

     

    In case you get an error like this in the Eventlog there might be a problem with the escalation actions:  "Escalation Point expiry action failed for escalation point of class type '{Process}.EscalationPoint' with primary key {Guid}."

     

    Error.PNG

     

    Cause

     

    The cause for me seemed to be if you have multiple escalations on a response level, and moreover one or both of the escalations have an action that starts at 0%

    sla.PNG

     

    The error only seems to appear when the second escalation is triggered upon creation of the IPC.

     

    Solution

     

    The solution for me was that I opened the 'second' escalation and open the '0%' action. Change the 'Escalation Action Time' from 0% to 1 Minute. If the escalation is triggered first it the escalation expiry will be 1 minute later. Providing the Background Service extra time.

     

    If you do not want to change your escalation points please contact support who can advise further: www.landesk.com/support/contact/

    Esc action time.PNG