We are in the process of configuring support desk in solution manager 7.0
When we create message & check it in crm_dno_monitor it displays corectly the required informations like reported by, sold to party, support team. We have defined Organizational Model-created root unit, created organizational objects in org. structure(here in 1st level support we have defined all core team leads BPs & 2nd level is senior level basis BP ), determination rules for support team ( here we have defined responsibilities w.r.t priority & Components like if priority is low and component is SD it should reach 1st level SD BP).
Now the requirement is how can we define SLA(escalation) like if the the message is in open state or not confirmed within 2 days it should reach 2nd level support.