For each of my Technicians profiles, I have setup a default 1st and sometimes 2nd Rep to notify.
When creating my Incident SLAs, for very critical items, such as or production system, I created a 30 minute SLA escalation. When the escalation occurs, I have the 1st and 2nd rep notified. This usually does not work so well. I usually like to have the technicians managers entered as the 1st or 2nd rep. I then tie this escalation to an incident Category for example: Production Systems -- CIM+ -- Emergency which the end user selects when submitting a ticket.
What I wish I could do is have more flexibility in the notifications being sent to other reps. In many cases the 1st of 2nd rep to notify may not have skills with the selected category. What I wish I could do is have a rep notification entry for categories. Another idea would be to have an option for SLA escalation notifications to notify all reps that have skills with a given category.