Here is our basic use of service desk plus, 

We have users across the nation who fall under managers and then regional managers. when they have an issue they call a specific department who resolves the issue and puts a ticket in. 

Now, lets say John Doe has to have his password reset once on monday, again on tuesday and 3 times on thursday. we want to be able to notify their regional manager when this occurs so it can be addressed. 

I am running ServiceDesk Plus version 9.2, build 9226