I had this same problem, and ended up writing a script that runs out of cron every 5 minutes to query the database for tickets more than an hour old with no assigned agent. I'd be happy to forward it along if you are interested. (it's pretty short.) -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dan Knoblauch Sent: Tuesday, December 11, 2007 6:56 AM To: otrs@otrs.org Subject: Escalations I am wondering if there's a way to have ticket escalation notifications sent to an alternate email address that could trigger a pager? We have SLAs that need to be considered with incoming new tickets and if a ticket is not worked on within a specified amount of time it needs to notify an alternate administrator to respond to the issue. I have been unable to determine whether this is possible or not. Can anyone provide any assistance please? Thanks, Dan Knoblauch. This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.