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
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