Notification of new request not yet taken

Is there a way to set up this sort of notification?
A request comes into the help desk, and it sits in the queue for 8 hours. After 8 hours no one has claimed ownership of the request. Send an email to the queue admin notifying them that there is an unclaimed ticket so that he can go and assign it. If the queue admin hasn’t assigned it after 24 hours then send an email to our on-call pager notifying them that there is a request in the queue that hasn’t been claimed.

Has anyone set anything like this up before?

Matt

[lines re-wrapped appropriately]

Millard, Matt wrote:

Is there a way to set up this sort of notification? > A request
comes into the help desk, and it sits in the queue for 8 hours.
After 8 hours no one has claimed ownership of the request. Send an
email to the queue admin notifying them that there is an unclaimed
ticket so that he can go and assign it. If the queue admin hasn’t
assigned it after 24 hours then send an email to our on-call pager
notifying them that there is a request in the queue that hasn’t been
claimed.

You probably want to take the “nag” script found in the contrib
area and modify it a little.

Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
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