Hello all,I have installed osticket 1.9.3 on centos server.I have installed and configured os ticket and its working fine.This forum helps me a lot to successfully configured and proper utilized os ticket features.. Thank you for all who support us.. Once again I need help of this forum.When the new ticket generate os ticket send email of ticket alert notice to all the relevant staff member. Now can it possible to send ticket alert only first level support team than after SLA time it send alert to second level support team.?  and if it is possible than how can I configured..?Thank You