I might be on the wrong track here.. but here are some thoughts..
I was very appreciated to read on the otrs.org-Website that "OTRS goes ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever this means...?
I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem)
(We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high)
This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be info@fqdn.
Another weak point is the consideration/integration of SLA on ticket-work.
Here .. ether different queues as discussed above or different priorites.
Perhaps my posting helps efforts of the otrs-developers by initiating a discussion of this topic.