As an admin, I expect the notifications to the user should be skipped only when the alert is acknowledged

User Problem

In the current design, if the user has seen the alert details before the manual assignment or during the escalation steps, the future New Alert notifications to the same user will be skipped.
One of the scenarios is:

I think ideally it should still call out even though the user has seen the alert on the app. As users will still need the "call me after 5mins" in their notification preferences, It seems like bit of an issue that calls won't be made if a user has seen the alert in between their notification preferences kicking in. Notifications should only really stop when a responder has ack'd the alert, not looked at the description of the alert. It then causes others to get called out

Suggested Solutions

Adjust the flow to only skip the New Alert notifications if the alert is acknowledged instead of determined by the user's Seen state.

Current Workarounds

N/A