Escalation/Notification Question

[walshda]

I've looked around and have seen serveral options for setting up the escalation of tickets and options for sending out notifications and can't seem to find one that fits my scenario.

When a ticket is submitted with a high priority and has not been opened by an agent for a period of time, I would like a notification to be sent to all agents responsible for that queue. When setting the escalation options for the queue and enabling the options in the preferences, there is nowhere to specify the "priority" of the ticket. I am also unable to find anything in the "Notification Management" section that relates to a ticket being "escalated." In the SLA options there is nowhere to set the "priority" of the ticket either.

Any suggestions would be greatly appreciated.

[crythias]

Escalations are tied to queues and/or SLAs and have nothing to do with priority.
If you want to accomplish your goal, your best bet is to create aging priorities (high priority! 10 minutes old high priority! 30 minutes old high priority! Why isn't this done yet?) and have generic agent change them, with Notification (Event) reacting to the change.

This has been discussed multiple times on the forum.