Ticket escalation to manager when SLA time-to-close is breached

Outcome. A ticket that blows past its time-to-close SLA target automatically escalates to a manager with full context, instead of staying open indefinitely in a rep's queue.

flowchart TD
    A[Time to close SLA status = Overdue, ticket still open] --> B[Notify escalation contact / manager]
    A --> C[Create immediate follow-up task for manager]
    A --> D[Force priority to High]
    A --> E[Add to Escalated tickets list]
    E --> F{Was priority already High?}
    F -->|yes| G[Notify support ops - repeat-severity breach]
    F -->|no| H[End]

When to use it / when not to

• Use it when tickets regularly age past their resolution target and no one is watching for it until a customer complains.
• Use it as the second stage after the first-response breach alert (tickets-sla-003); this one targets the close-time target, which is usually a longer window.
• Do not use it on pipelines without SLA targets configured; there is nothing for it to branch on, see Prerequisites.
• Do not use it as a substitute for the reopen-limit escalation (tickets-sla-040); that one tracks a different failure mode (repeated reopens), not simple aging.