Hello,

We are using configuring OTRS for IT Support activities for all our customers. We are trying to setup escalation matrix which can send email notifications to multiple levels of stake holders.

For example:

If a ticket is not attended or addressed for a certain period of time, it should send notification to all the members in a group (this is already existing and we are using it).

If none of the team members have responded, a notification email should go to the team lead in next 15 minutes. If he is too fails to respond, it should go to his manager in next 30 minutes. We should be able to this multiple level escalation for  at least 4 or 5 iterations.

Best Regards

Praneeth Katru