Hello,

I am using support center plus ver 7.5

I am getting this problem that level 1 esclation after response time has passed is not happening.

uner SLA , I have created a high priority category and set the following :

Any Request matching the above rules should be responded within : 10 min

If response time is elapsed then escalate: [checked]
Escalate to : one engineer
assign to : another engineer
Esclate after : 5 min

the above rule is not being triggered, even though rest of the rules for esclation under resolution time are being triggered. one more thing, this esclation should happed after 10+5=15 min, right ?

Any idea what might be wrong. picture attached

Thank in advance,

Zealot