Hi,

I need to escalate service requests based on service itself AND based on SLA .

What I mean is (eg.):

1. “Access request” for application is inserted on SDP (SLA High);
2. Service Desk doesn’t resolve this issue;
3. 15 minutes before SLA be broken the 2º line group responsible for this application receives the request;
4. If 15 after SLA be broken and if the 2º line group doesn’t resolve the issue a 3º line group receive the request;
5. 30 minutes After SLA be broken sub-director of this area receive the request;
6. 1 hour after SLA be broken the director receive the request.