We're looking for a way to change the default action templates for "re-assign a job" (Helpdesk Explorer --> Right Click a job --> click Re-assign).  We want to ensure that the resolver is always notified that a new ticket has been assigned to the queue.  Warm transfers of tickets aren't always guaranteed. 

We're also looking for a way to notify the skillgroup manager when one of their subordinates SLA's have been breached... I can custom make the notification for each staff member, but I would like to try to utilize the skillgroup manager selection to minimize the quantity of notifications that will need to be made. 

Has anyone had success doing either of these?  I tried SQL queries, but not being a SQL guy, I failed miserably.

Thanks