Yes, I am saying the times in the red box represent the time in my timezone (CET) when triggers get executed and not the time when the ticket actually escalates in its different SLA targets like “First Response” and “Solution Time”.
The targets in the green box are the correctly calculated timestamps according to the SLA configuration of “15 minutes” First Response Time and “30 minutes” Solution Time".
But as the triggers which are supposed to run when the First Response and the Solution Time is reached get executed at the same time, the values in the red box are the same and too early.
So in my opinion the actual issue is that both triggers get executed at the same wrong time. Not 1 minute after when the First Response and Solution Time is reached (like configured within the triggers) but randomly earlier. Sometimes 10 minutes before, sometimes 12 minutes. And why both at the same time?