Below is the scenario what i am trying to explain:

If suppose the server goes down and the requester raises the ticket, then it should be resolved within 30 mins and if not then it should escalate to Level 2 and  then it should be resolved within 30 mins and if still not done then it should be escalated to Level 3 and send a notification mail to all the Sr.managers and Vice-Presidents.

Now we can't make a managers and Vice-President's a technician just for intimating a mail to them as it will waste the license, so can we have a business Rule stating that when the escalation level crosses the specified level then it should send a notification mail to the specified peoples or escalation mails should also be send to the specified requesters as well.

The other thing which i was wondering that can we create a Requester's group and have a feature in Notification Rules of sending a notification mail directly to that group. The technician will not have so much of time that he will send mails to all the managers and VP's one by one as he will be busy in resolving the issue, he will just forward that request to the requester group which includes all the Sr. managers and VP's.

Awaiting for your reply.

Regards,

Amandeep S. Deol