Issue Summary

The "Escalate to Next" action, works differently to the behaviour of Unacknowledge action. When switching the alert back to an unacknowledged state the Unacknowledge action will reset the Escalation Rules timer to 0, where as the Escalate to Next action maintains the timer from Alert Creation.

As a result when an Alert is Escalated to Next, it will not only trigger the Next Escalation Rule as intended, it will trigger every other escalation rule that would have triggered based on the time from the alert's creation time.

Some users may wish to have these notifications sent since their teams work on an SLA from original creation time, while other users expect the escalation timer to pause while an alert is acknowledged. 

Steps to Reproduce

1. Create an Escalation Policy with Person A being alerted at 0 minutes, Person B at 10 minutes, and Person C at 20 minutes if the alert is not acknowledged
2. Generate an Alert, that uses this Escalation Policy
3. Between 0-10 minutes from Alert Creation, Acknowledge the Alert.
4. After 20 minutes from Alert Creation, Escalate to Next on the Alert

Expected Results

Person B will be notified.
It is unclear from the Support Documentation what should happen with Person's C Escalation Rule, and if they should be notified. 

Actual Results

Person B will be notified
Person C will be notified (at exactly the same time) as Person B, as their Escalation rule is triggered based on the Alert Creation Time.

Workaround

There is no technical workaround for this, and users need to be aware that currently Escalating to Next may trigger any escalation rules that would have been triggered has the alert not been acknowledged.