Hi All,
IN CRM 2013 SLA Items in Case entity, we are having SLA Iteam failure, SLA Item warning, i need three more condition can you please suggest it how can we customize it?
1. SLA Item failure after 1 hr
2.SLA Item Warning after 30 mnts -1
3.SLA Item Warning after 30 mnts -2
4.SLA Item Warning after 30 mnts -3
5.SLA Item Warning after 30 mnts -4
like that need to send 5 levels of escalations can you guide me how can we achieve this

Rammohan