SLA Escalation

Hi,

I'm currently using, Version : 5.5.0 Build Number : 5506.

My problem is having to do with SLA Level of Escalation. I have 15 different types of SLA Rules and enabled three levels of escalation in them. I have the Resolution Time set for 20 minutes. After the resolution time elapses, it escalates to level 1. That person receives a Request Overdue E-mail. (Great! looks good) After 20 minutes in level 1, it's suppose to escalates to level 2. Unfortunately, from that point on I never receive a level 2 and so on level 3 request overdue e-mail.

Can you please investigate this issue?

I've attached a portion of the serverout0.txt log file for your review.

Thanks,
Lauren