If you have a support contract with either a LANDesk partner or LANDESK, then my suggestion still stands - use that contract to get this issue fixed. These forums are not a substitute for support and my gut tells me you should now turn to that support contract and use it.
Still what you could also do is look at the escalations that have breached for the process in question. If you look in enough details, you should be able see the response level being used and/or escalation point that has fired and work back from that,
Other than that, I've run out of ideas, sorry.