Default product in service tickets

Hi all,

We have made a new transaction for service tickets and  have a requirement to make product ("investigation ") default in that, in order to calculate SLA. We have  already checked the SLA calculation by adding product manually and it's working fine .

1. Is there any way to make  Product  default in  our service tickets ?
2. Which action profile can  be used ,with service ticket, for the escalation e-mails ?

Regards

Sumaira Gopalani