Overdue mail to various levels of authority based on delay

ajesh

Hi,
I have configured osTicket-v1.14.1 recently. I need 3 levels of support. My requirement is stated below.

When end user creates a ticket, it should auto assign to Level 1 agent.
Whenever the ticket is overdue, sent notification mail to Level 2 agent(May be team lead), then he/she should take care of the overdue ticket.
The ticket takes very long time to resolve, sent notification mail to Level 3 agent(May be manager).

Currently I have configured only step 1.

How to create this 3 level hierarchy?
Thanks in advance.

ntozier

There is no way to do this currently.

The Tier 1 Agent would transfer the ticket to the Tier 2 department or assign it to the Tier 2 Agent.
(which would result in a transfer email or assign email)

The Tier 2 would do the same to the Tier 3.

ajesh

ntozier Thank you for the quick response.

ntozier

Very welcome. Should I close this thread?