KACE Product Support

Since you only want it to be sent when escalated I would think your script would need to join to hd_ticket_change and search for the proper description. While we have escalations on it looks like we have  never hit the escalation values (ours is a very conservative 2 days on most)  so not sure what the phrase would be.  You can search your hd_ticket_change table like below. once you have that it would be pretty easy to set up a email rule.  If you are not currently sending an email via rule you should easily find an example script.  If need be let me know and I will post one. Can guarantee how quick my response might be as I am paid to not be on here :)

SELECT 

`HD_TICKET_CHANGE`.`ID`,

    `HD_TICKET_CHANGE`.`HD_TICKET_ID`,

    `HD_TICKET_CHANGE`.`TIMESTAMP`,

    `HD_TICKET_CHANGE`.`USER_ID`,

    `HD_TICKET_CHANGE`.`COMMENT`,

    `HD_TICKET_CHANGE`.`COMMENT_LOC`,

    `HD_TICKET_CHANGE`.`DESCRIPTION`,

    `HD_TICKET_CHANGE`.`OWNERS_ONLY_DESCRIPTION`,

    `HD_TICKET_CHANGE`.`LOCALIZED_DESCRIPTION`,

    `HD_TICKET_CHANGE`.`LOCALIZED_OWNERS_ONLY_DESCRIPTION`,

    `HD_TICKET_CHANGE`.`MAILED`,

    `HD_TICKET_CHANGE`.`MAILED_TIMESTAMP`,

    `HD_TICKET_CHANGE`.`MAILER_SESSION`,

    `HD_TICKET_CHANGE`.`NOTIFY_USERS`,

    `HD_TICKET_CHANGE`.`VIA_EMAIL`,

    `HD_TICKET_CHANGE`.`OWNERS_ONLY`,

    `HD_TICKET_CHANGE`.`RESOLUTION_CHANGED`,

    `HD_TICKET_CHANGE`.`SYSTEM_COMMENT`,

    `HD_TICKET_CHANGE`.`TICKET_DATA_CHANGE`,

    `HD_TICKET_CHANGE`.`VIA_SCHEDULED_PROCESS`

FROM 

`ORG1`.`HD_TICKET_CHANGE`

where

ORG1.HD_TICKET_CHANGE.DESCRIPTION LIKE '%ESCALATED%'