Looking for assistance in building out some new rules for tickets created in our environment.

Currently we only receive tickets in via email.

1. I was hoping to create a rule or SLA that would generate an alert (email) within 2 hours if the ticket had not been assigned to a technician and a top level category assigned. We currently have subcategories and it seems to me you can't leave that blank if you select a top level category for a new ticket.

2. Once it's categorized create SLA's that generate alerts (emails) within a set amount of time if a ticket is opened after it was assigned.

Anyone have any ideas?