I have setup 3 different SLA's and setup to escalate after set amount of time for each one and selected me for the person to escalate to. When any of the tickets get assigned to a rep you get a SMS message only that there is a SLA violation and then also a email that the ticket was assigned to you. The tech that got the ticket assigned to them gets the SMS message and not me which the way I see it they should not get this message.
If I turn off escalation then we don't get the SLA violation SMS messages.
This does not seem to be working correctly and can't see any setting that could cause this.