Description

Automation rules configured with the trigger SLA threshold breached may not be triggered if the SLA of a Service Desk requests stops exactly at end of a working day.

Steps to re-produce

• Create a Service Desk project
• Configure an SLA in Project Settings > SLAs with goals associated to the default 9-5 calendar (= 9:00-17:00). You can use the default Time to resolution SLA to replicate the bug:
  
  
• Create an automation rule with:
  • Trigger: SLA threshold breached, with the Breached option selected
  • Action: any action of your choice
    
• Create an issue just before 9:00am
  • The SLA will be paused and start ticking at 9:00am due to the 9-5 calendar
• Now wait until 17:00: the SLA will be paused (due to the 9-5 calendar)
• Wait until the next day at 9:00: the SLA will resume and will be immediately breached

Actual results

The automation rule is not triggered

Expected results

The automation rule should be triggered since the SLA has breached.

Workaround

Edit the Automation rule trigger by selecting Breached by more than 5 minutes instead of Breached