A use case for this would be:

• We have a team of network engineers;
• Some engineers are more experienced and focus on the more complex requests, e.g. level 2 and above;
• While the junior engineers triage and attempt to resolve requests in the first instance;
• The group is notified when tickets are assigned to their group;
• When the junior engineers are unable to resolve the request, they change the level of the ticket from 'Level 1 Support' to 'Level 2 Support';
• We would like a notification to be sent when this happens so the senior technicians in the group are alerted.

The 'help card' on the 'Helpdesk \ Level' screen says:

"Request level is a measure used to indicate the complexity of a request. This helps in the proper assignment of requests to the corresponding technicians who are experienced enough to handle the requests"

Is there an internal process within SDP MSP to assist with 'the proper assignment of requests to the corresponding technicians'?