Identical escalation ten minutes later...
We have four SLAs, each mapped with a priority, each set to send an e-mail to user X if the SLA is breached.
User X is getting the breach e-mail, but ten minutes later (plus or minus two seconds) they receive ANOTHER e-mail identical to the first. I double-checked the SLAs and this individual is only named once.
Why are they receiving two e-mails at such predictable spacing? None of our SLAs have escalation levels that close together.
User X is getting the breach e-mail, but ten minutes later (plus or minus two seconds) they receive ANOTHER e-mail identical to the first. I double-checked the SLAs and this individual is only named once.
Why are they receiving two e-mails at such predictable spacing? None of our SLAs have escalation levels that close together.