Involve ACMs in mail threads - if too long

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Involve ACMs in mail threads - if too long

I'm working with the Díspatch'r and I'm trying to set-up a rule that sends a mail to an e-mail address (of the account managers) when the number of iterations has been 'too many' (let's say 5).

Similarly, I want to send a mail to a specific email address when the requestor is of company X. I've added a custom field in the Company template that holds that email address of the related account manager.

Can I somehow use more fields than just the ticket properties?

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