Hello Mohamed,
When you say "Transfer" do you mean:
A) "Send a Notification to someone, and then they will assign themselves to the ticket"
or
B) "Change the Assignee or Group to a new name"?
Because the first is a straight forward notification, while the second requires a field value to be changed.
Either way, setting up a repeating Service Type Event is one way of achieving this.
1) Set up Service Type. See:
Manage Service Type and Service Type Events - CA Service Management - 14.1 - CA Technologies Documentation
Manage Service Type and Service Type Events - CA Service Management - 17.0 - CA Technologies Documentation
It will need a Condition which check for the SLA Violation.
2) Do either (A) and/or (B).
A) Use a Site Defined Conditional Macro to send a Notification.
B) Check out the Macros "Transfer to Event Contact" or "Transfer to Event Group" and attach as an Action when True.
This should let you do this without customisation.
If you're new to Service Types, this may require you to cycle through the documentation a few times, but it's knowledge worth acquiring. A call to CA Support or questions here can help.
Thanks, Kyle_R.