7 Replies Latest reply on Oct 25, 2017 8:54 AM by WDooli

    Incorrect timing/notification on escalation schedule thresholds

    WDooli Rookie

      I currently have business hours setup as Monday-Friday 7:30AM-6:00PM. I have an escalation schedule setup for 15 days for  the Task.Assignment BO to send an email at 34% 5d 1h 3m and 67% 10d 31m. I double checked and I have the escalation schedule using the proper HOP and actually have another schedule that works perfectly fine off of it. The issue here is that the first notification is supposed to send out at 5d 1h 3m but It sends out much earlier. One such example: The task was created on 8/2/17 at 3:49PM and a reminder was sent out on 8/3/17 10:34AM. If my math is correct and considering the HOP schedule that is only 5h 15m until the first reminder is sent out. Why is this escalation schedule not sending out reminders at the correct time?