Dear all, I am facing a problem to define mail escalation priority level. Suppose on *Low priority3* *PR3* (Between 1hr to 8hr) the mail should automatically deliver to support@example.com, If time exceed 8hr then mail automatically send to manager@example.com, If time exceed 16hr then mail automatically send to vp@example.com. On *Medium priority2* *PR2* (Between 1hr to 4hr) the mail should automatically deliver to support@example.com, If time exceed 4hr then mail automatically send to manager@example.com, If time exceed 8hr then mail automatically send to vp@example.com. On *High priority1* *PR1* (Between 1hr to 2hr) the mail should automatically deliver to support@example.com, If time exceed 2hr then mail automatically send to manager@example.com, If time exceed 4hr then mail automatically send to vp@example.com. Regards, Yatin Bhardwaj.