We were trying to automate the ticket creation to assign the tickets automatically to concerned people. But now we have two questions regarding the same.

1) We have created a custom field for ticket classification, say "testing". Now what we need is, if any ticket created under this classification should be marked as "Unassigned" and send notification to two user agents only out of 9 agents. is that possible? if yes how can do that, if not Could you please tell us an alternative way for doing this?

2) If a ticket is not closed within one day, we need to escalate the ticket. Could you please tell me a how can we achieve this?

Thanks in advance.