Hi Steve,

OTRS can send notifications for escalations, that is quite straight forward. However, it can't send multiple or layered notifications currently. We are looking into improving that in future releases.

There is a way around that:

You can have one notification based on the escalation itself.
You can generate another notification with a Generic Agent job, based on the escalation state, and maybe in combination with the Notification (Event) notifications.

I hope this helps,

((enjoy))
-
Michiel Beijen
R&D

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On Fri, Nov 13, 2009 at 5:26 PM, Steve Anness <steve.anness@gmail.com> wrote:

First off thank you guys for helping me get my email notification working. Now they want me to set-up escalation emails so that after 30 minutes it sends a notification to one guy and after 45 minutes it sends notification to my boss.

Thank You,

Steve Anness
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