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 OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-engl...and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Fri, Nov 13, 2009 at 5:26 PM, Steve Anness 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 --------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/