Escalation strategies

[maringer]

Hi,

is it possible to implement the following escalation strategy:
agent1, ....; supervisor1, ...; division manager

At the first escalation level, the supervisor gets a mail (or sms).
At the second escalation level, the division manager will be informed.

Is this possible and can anybody give me a hint for further reading?

[wheelshot]

I'd go with some Generic Agent to do that (Admin / Generic Agent). Im sure you'll be able to filter when, how and which tickets and events to want to trigger.

[maringer]

As I can see at the moment, it is only possible to send an email to a specific role (without changing anything of the ticket) by writing a custom module.
Am I right?

[wheelshot]

Well, I dont know if that would be an option, but you could create escalating level ticket states that your generic agents would change?