Hi

I need to escalate from one SLA to another after a specific time, how can this be achieved?

Scenario:
An incident is logged on SDP (phone/email/web form).
The service desk administrator will have 30min to assign a technician.

If no technician is assigned after 30min by the Service Desk administrator the ticket should automatically escalate to another SLA (eg: SLA Category C).

Any advice or assistance in this regard will be appreciated.

Thank you