Hello @Satya K

create an SLA rule with a defined goal and deadline, and configure a custom activity under the deadline section.

In the activity, use .pyAssignedOperatorID to fetch the current user and determine their manager via a data page or report. Trigger a correspondence rule or SendEmailNotification to send a customized escalation alert.

Optionally, route the assignment to the manager’s work queue. Attach the SLA to the assignment shape in your case flow to activate escalation logic automatically