In Service Desk 7.1 SP1, SLA emails are sent out even after they have been triggered already after a reclassify, edit incident details and reassign. Not only that but they seem to trigger in reverse order. The following is an example is what's happening.
There are 4 escalation times in the Initial Diagnosis Dialog Workflow in the SD.IncidentManagement workflow
They're setup as to trigger in the following order by default
1.Incident.SLA.CurrentSLALevelWarnDate
2.Incident.SLA.WarnDate
3.Incident.SLA.CurrentSLALevelLateDate
4.Incident.SLA.LateDate
If 1 and 2 SLAs have already been triggered and a worker does a reclassify, the escalations are triggered again and sends out the emails in reverse order so that 2 is emailed first and then 1. If all 4 escalations have been triggered and a reclassify, edit incident details or reassign done then it would trigger 4,3,2,1 in that order which doesn't make any sense. Basically anytime the workflow exits the Initial Diagnosis Dialog Workflow it will re-trigger the already expired SLA escalations. Has anyone seen this behaviour before or is it something we did with out customizations?
Thanks