Is it possible for open calls assigned to techs to be globally configured for auto escalation to the line manager after a certain period has passed without updating the call or say 7 days with an open call??
I would have an action rule
Check current level 1 and that it's assigned to any of your techs from the is any of list, and updated prior to 5 business days
Then assign it to your Manager / Lead tech
Adjust the action rule for your requirements, you will have to add only certain Request Types and Status Types e.g. only open tickets etc.
regards
Chris
