Hi,
Currently the SLA section lets you notify based on different levels (Level 1/Level 2 escalations etc) - which is useful but the ideal would be that it auto assigns the ticket to a escalations group you specify or an agent too. In the automations section to my knowledge you can only do this via a ticket update automation SLA breach happens. Really you should be able to assign tied to the different levels specified in the SLA policy.
Thanks
Jerome
