Problem

Customer's SLA based Automation rule is triggering incorrectly. The SLA has been configured correctly but the automation rules were not triggered.

Steps to Reproduce

• Go to JSM project settings and create an SLA. Configure it to breach after 8 hrs in "Waiting on Customer" status
• Create a rule which will trigger as soon as the above SLA is breached.
• Create a new ticket and move it to WoC status.
• Wait for 8 hrs and the SLA should breach and in turn trigger the rule.

Expected Results

As soon as the SLA is breached, it should trigger the automation rule execution.

Actual Results

Not all the automation rules are getting triggered as soon as the SLA breach occurs. Some of the rules have stopped executing without any changes to the rule.

Workaround

No known workaround.