Why my escalation email was sent twice on the first day?

RE: Why my escalation email was sent twice on the first day?

tracyh0002 — Thu, 22 Sep 2022 19:45:18 GMT

I confirmed in the process history that Appian is re-firing the second escalation 4 hours after the first one, then it will be back to 24 hours thereafter.

RE: Why my escalation email was sent twice on the first day?

Chris — Thu, 22 Sep 2022 19:41:04 GMT

Sure thing. And that is odd regarding the 4 hour difference, as all of your logic was pointing to 24 hour differentials. Have you confirmed in the process history that Appian is re-firing the escalation, vs an issue with your email server completing some type of re-attempt on the [successful] email?

RE: Why my escalation email was sent twice on the first day?

tracyh0002 — Thu, 22 Sep 2022 19:34:50 GMT

Thanks Chris for providing suggestions.

The settings used to work fine, it sent the escalation email every 24 hours after the task was assigned. The issue started happening this week and only the first day 2 emails will be sent.

I updated the time to 8 am. Hope the issue will go away tomorrow.

RE: Why my escalation email was sent twice on the first day?

Chris — Thu, 22 Sep 2022 17:11:02 GMT

First would be to update your Recurring Timer Escalation setting, you are giving it an input of date and time, however it is looking for a time only input such as "10:00 AM" - that is likely confusing things.

I'm not sure if you are looking to have the escalation continue daily at what time the task was initiated, vs at a set time every day - but we typically use a set time in the morning for escalations, which tends to provide more benefit than relying on task initiation time for recurring notices. E.g. when a task is received at 5 PM each day, the user would then only be reminded as they are trying to leave work at 5, vs having the following reminders start in the morning at say, 9 or 10 AM.

Further more, we can utilize the Timer Conditions at the bottom of that configuration screen if needed, to determine which day it is in reference to the tp!starttime, and add some logic if needed.

RE: Why my escalation email was sent twice on the first day?

tracyh0002 — Thu, 22 Sep 2022 16:05:15 GMT

It's set up to send the email after 24 hours. Here is the screenshot:

RE: Why my escalation email was sent twice on the first day?

Gabriele Camilli — Thu, 22 Sep 2022 15:48:41 GMT

Hi,

How is it set up? After X minutes? Every day at the same hour? Or how?