Custom SLA rules created after the 3.2 release do not trigger breach alerts, though default SLA rules continue to function normally.
Symptoms
- Alerts configured for custom SLA rules fail to send when thresholds are exceeded
- The SLA Breach event does not appear in the notification log
- Escalation workflows tied to custom SLA rules do not execute
- Dashboard SLA widgets show breached status, but no notification is dispatched
Affected Versions
FieldPulse 3.2.0 – 3.2.2. Default SLA rules (created before 3.2) are not affected.
Root Cause
The breach detection engine queries the rule registry using a deprecated identifier format. Custom rules created in 3.2 use the new format, causing a lookup failure that silently skips alert generation. The breach is recorded in the database but the alert pipeline never receives the trigger event.
Workaround
Until a fix is deployed, use one of the following approaches:
- Recreate as default rule: Configure the SLA using the Standard Response Time template rather than Custom Rule. This limits flexibility but preserves alert functionality.
- Manual monitoring: Export the SLA Performance Report daily and configure a scheduled external alert via your monitoring platform.
Status
Under investigation. A fix has been identified and is targeted for release 3.3.0. No patch release is planned for the 3.2 branch.
If your organization relies on custom SLA alerts for contractual compliance, contact support to discuss priority notification options.
