As kace still doesnt have and SLA alarm in any way, i have created a very simple rule for a pending date. when somebody of support wants to attend one ticket in a particular date, they select the date in a date custom field and when it is that date, then they receive and email remembering them to solve that ticket.

->Select SQL

select HD_TICKET.ID AS ID, HD_TICKET.TITLE AS TITULO, 
  HD_TICKET.CUSTOM_FIELD_VALUE1 AS DataDePendencia,
           A.FULL_NAME AS ATENDENTE,
           A.EMAIL AS EMAIL_ATENDENTE
       
from HD_TICKET
INNER JOIN USER A ON (A.ID = HD_TICKET.OWNER_ID)

WHERE  HD_TICKET.CUSTOM_FIELD_VALUE1 = CURDATE()

GROUP BY HD_TICKET.TITLE

->Active the email checkbox and write the notification
Assunto: Data de Pendencia TICKET:[$id] $titulo
Coluna contendo endereços de e-mail: EMAIL_ATENDENTE
Mensagem: XXXXXXX

->Actualized SQL

update HD_TICKET
set HD_TICKET.CUSTOM_FIELD_VALUE1 = '0000-00-00'


where HD_TICKET.ID in (<TICKET_IDS>)