Ticket rule for escalation

I'm hoping someone can help me with a ticket rule that will send an email to a manager if a ticket isn't closed after double the escalation time.
For example, critical tickets have an escaltion time of 1 hour, if the ticket isn't opened and resolved within that hour an email will be sent to the first level of management ([email=first.level@company.com]first.level@company.com[/email]) whose address is in the "CC list" in the category . If the ticket still isn't opened and resolved after the 2nd hour it sends an alert to the 2nd level of management ([email=second.level@company.com]second.level@company.com[/email])
The category "CC" list is already populated with the email address of the first level. How do I write a rule to then send to the 2nd level.

Any help would be appreciated.

Richard Lueders

0 Comments   [ + ] Show comments

Answers (0)

Be the first to answer this question

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ