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Why does escalation take so long?

Question asked by andrew.x.childress@us.tel.com on Mar 21, 2017
Latest reply on Mar 22, 2017 by cazza162

I set up a flexi task with a few reminders and an escalation to delegate the task.  The reminders are set at 5 reminders, one every 6 minutes.  Escalation is set to happen after 12 minutes.  When I tested this, the delegation did not take place until an hour and four minutes after the task was assigned.

 

Why does it take an hour to escalate when the settings say it should take 12 minutes?  Is it because the escalation can't happen until all the reminders have been sent?  Has anyone else seen this behavior or similar?

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