This is definitely on my list of wants & needs as well. Basically, we only want a ticket to escalate if it's NOT been responded to in any way. Hence my questions about setting the default of "answered" to Yes, instead of no. The followup to that is that if a ticket DOES escalate we darn well want to ensure that someone gets on it ASAP. To ensure that, I'd want to e-mail one specific e-mail address (which we'd change bi-weekly or so) of a person responsible for ensureing that the escalated ticket gets tended to ASAP. (I envision e-mailing a distribution list with the person's regular e-mail address and cell phone or the like). Santosh, please let me/us know if you determine a method of configuring this! Thanks! -Pete McDonnell -----Original Message----- From: Santosh Balan [mailto:kbsantosh@linuxmail.org] Sent: Friday, November 05, 2004 3:34 PM To: User questions and discussions about OTRS. Subject: [otrs] Escalation Mail Hi All, I want automatic mails tot he OTRS administrator + the queue, whenever the Ticket has reached the escalation limit. Any help is welcome. Thanx. - Santosh Balan -- ______________________________________________ Check out the latest SMS services @ http://www.linuxmail.org This allows you to send and receive SMS through your mailbox. Powered by Outblaze _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/