this seems to be very specific.
maybe you could achieve behaviour like this via combination of new states and triggers.
something like a state: “Order sent”, type: pending action, next state: “order not on time”
with some triggers: on ticket creation in group “service provider A”, set waiting till 1 day (relative), 2 days (relative), whatever your specific SLA for this service provider is…
for each service provider you create an own group… if the service provider answers, the state switches automatically to open, so you can define triggers for this state-switch…
it’s hard to create some examples without knowing the exact desired behaviour
as far as i understand your problem, i think this could be achieved with configuration
