I'm evaluating ServiceDesk Plus as a replacement for our curren system. However I can't really get it to work the way our helpdesk is set up;

When an email is received it should create a request with status as open. 1. line will start looking at the call and can use up to 4 hours to try to resolve the call. Within the 4 hours, 1.line must either resolve or escalate to 2. line.

When incident is escalated an SLA should be started based on priority.

So: total SLA is 4 hours at 1 line + whatever time the assigned SLA allows.

Is this possible?

 

Also: Can the system monitor the status and send email based on percentages of SLA?

Example: When 1.line escalates to 2.line analyst it will get status of "Awaiting analyst acceptance". From that point the SLA clock is ticking. If the analyst does not accept or reject the assignment a reminder email should be sendt when SLA is at 30%. At 60% an email should be sendt to Helpdesk admin.