We've just associated SLAs to Services to turn on the SLA subscription service in Incident.
It's all gone well except for a couple of issues
1. There are older Incidents that are from before the SLA was turned on, that are triggering the Threshold escalations and breach emails all in 1 hit (we've set the email to send out to task owners so that's why there is multiple):
This seems to be random as it has not happened to all open incidents, only a small number and I'm not sure why this is triggering.
2. We have a number of odd incidents that are not picking up the override conditions even though they have been set correct:
Example is Service Called Citrix XenDesktop:
I have no idea why either of these are occurring so any help would be appreciated.