You could do this by setting up a generic agent job that runs every X
minutes and looks for tickets that have reached the escalation time in
the last Y minutes.

What you then do depends on your OTRS installation: you could move the
ticket to another queue which might alert people, or you could set
"review required" to some value. Or you could even run a script off
that.

Just a few thought, I'm sure prettier ways are possible :)

2010/6/9 Mike Lu 陆颖 (6186) <mike.lu@corp.elong.com>:

Can I configure to send mail to notify my IT support members or the manager

of IT support team when a ticket escalated?

And how?