I am new to SDPlus so I may be missing something simple (I hope).

The new tickets show the correct SLA is applied so I know the SLA criteria config is correct. Escalations are enabled in the SLA config and this particular SLA has response time at 5 minutes irrespective of operational hours or holidays or weekends.

The Enable Level 1 Escalation is checked with execute after 20 minutes to change support group and raise priority to Medium – This part NEVER happens anymore, even though I somehow got it to work last week.

In the history tab I get " First Response SLA violated" so it sees the SLA time is past due but no actions ever take place. I have tried setting escalations either to execute before and after, both ways the incident is never assigned to the new support group and the priority never change to medium (from normal)