Ticket Overdue alert for Multiple Managers of a department

roopa

In our Organization its required to follow an escalation level matrix from level 1- level 5.
So I am trying to customize department to have multiple managers and there corresponding sla.
But I am struggling to find the file where ticket overdue alerts emails are triggered.Can any one help me with the code file where these functionality are written?

Configuration details:
Osticket v1.12 , PHP 7, MYSQL 5.6.41

ntozier

You do not need to customize the code to do this.
You can create a mailing list and use the mailing list as the department manager.
Then just add the managers of that department to the mailing list.

Side note, you do lose out on having a real manager of the department but we have operated like this for years.

roopa

How do we create mailing list in osticket? Is there a UI for it?

ntozier

Sorry I was unclear. You do that on your mailserver. (outside of osTicket)