Good Day
I have managed to complete the configuration of SLA Escalation via SPRO > SAP Solution Manager > Capabilities(Optional) > IT Service Management > SLA Escalation. Challenge is when an incident is created via the Web UI the Message Processor assigned to the incident does not receive the email for the 60% Initial Response Time (IRT) and the ERP Manager assigned also does not get the 100% Maximum Processing Time (MPT) email. Can anyone kindly advise what might be the reason for the emails not being sent out.
Regards