Question about SLA Breach Escalation
The managers in my DEV department want to have the following set up...4 groups, DEVQ, DEV 1, DEV 2, and DEV 3. There are two managers and they both want to be in the DEVQ group. After the tickets are triaged by Support, they want any ticket going to a DEV team to be assigned to the DEVQ group and then they will assign out to DEV 1, DEV 2 and DEV 3. If a ticket is not picked up by a developer and the SLA is reached for that group, then they want the ticket to be escalated BACK to DEVQ. I am not sure if SD will work this way and thus is my question, does anyone know if it can? My suggestion 8is to have another group (DEV Managers) created and use that group to escalate to in case of SLA breaches. Going back to DEVQ seems more like a DE-escalation to me, but this is teh behavior being requested.
Thoughts \ Suggestions?