I'm doing  a test with this feature. I have a SLA named "HIGH" with a Response time 20 minutes.

I attach an image with the setup for the Level 1 for Response Time.

Escalate To:  TicketOwner

Escalate Before:  5 minutes

No actions choose

The way I'm testing this is: Open a ticket with Priority High, assigned to me, status "ToDo". I leave the ticket on the status (ToDo) and I wait for the email 5 minutes before the time accomplish the 20 minutes. Nothing happens. I'm not receiving the email.

Once I receive the ticket, should I need to change the status from ToDo to Open?

Am I missing something on the setup?

Any assistance will be appreciated.