Hi, OTRS 2.3.3 One of my SLA has these parameters: Escalation - First Response Time: 1200 minutes Notify by: 60%. I just got this message: Hi Ugo, the ticket "2012031436000058" will escalate! Escalation at: 2012-03-16 10:30:04 Escalation in: 50m In the ticket, I can see that the First Response Time is in about 50 minutes, and I can also see that it is the first escalation notification in this ticket. I thought that I would get a notification after 60% of 1200 minutes: 720 minutes, not 50 minutes. Any idea? Thanks, Ugo