Hi,

I was wondering if anyone knew a way of achieving the following...

1. All new requests automatically goes into the Level 1/2 queue with a 45 minute resolution SLA and automatically gets assigned to a Level 1/2 technician

2. If SLA is violated then notify whoever

3. Technician in Level 1/2 queue then assigns the request to Level 3, which then notifies the Level 3 technicians and resets the assigned technician to unassigned

4. Level 3 technicians pickup the requests and assign Impact and Urgency to give a Priority which then resets the SLA's