newpopnow,
A distribution list would not work for me, because I want alerts to be routed to different emails depending on the stimulus. Essentially, I want there to be two emails listed for each Staff member, an email for routine info, and an email for Alerts and Emergencies.
For instance, my monitoring system sends an email to osTicket for a server with a RAID error, osTicket creates a ticket and automatically assigns it to the Servers / Networks Team.
At that point, the tech in charge of the Servers / Networks Team gets an email on his (routine) email (as configured in his Preferences Page)
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However, if no changes are made to the ticket within the allotted time (12 or 24 hours), I would like osTickets to send an email to the emergency email / SMS address to alert that the Ticket has not been touched and needs to be dealt with.
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Hope that clears it up.