UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership...

Use case auto-response rules to send an email to support managers within one hour of case creation.

Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.