Issue Summary

Automation rule fail to trigger upon SLA breaches when using a 9-5 calendar, impacting the timely execution of automated actions. 

Steps to Reproduce

• Set up a Service Desk project.
• Navigate to Project Settings > SLAs and configure an SLA with targets linked to the standard 9-5 working hours calendar (9:00 AM to 5:00 PM). You can utilize the default "Time to Resolution" SLA to demonstrate the issue.
• Create an automation rule with the following parameters:
  • Trigger: SLA threshold breached, ensuring the "Breached" option is selected.
  • Action: Choose any action you prefer to execute.
• Create a new issue just before 9:00 AM.
  • The SLA will pause and commence at 9:00 AM in accordance with the 9-5 calendar.
• Wait until 5:00 PM:
  • The SLA pauses again due to the 9-5 calendar schedule.
• Continue waiting until the following day at 9:00 AM:
  • The SLA resumes and immediately breaches.

Expected Results

• The automation rule is not triggered.

Actual Results

• The automation rule should activate upon the SLA breach.

Workaround

• Modify the automation rule trigger to select "Breached by more than 5 minutes" instead of simply "Breached."

Currently there is no known workaround for this behavior. A workaround will be added here when available