I found this statement in an OTRS blog at http://blog.otrs.org/2011/10/17/otrs-ti ... calations/
Who will receive the notifications: all agents who have at least read permission into the queue which contains the escalated ticket, and who also have that queue selected in their My Queues dialog.
Can we change the behavior of this? Instead of Read Only permission, make it Owner permission?
What users get Escalation emails
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Re: What users get Escalation emails
otrs/Kernel/System/GenericAgent/NotifyAgentGroupOfCustomQueue.pm
sub GetSubscribedUserIDsByQueueID
Note that escalations should be noisy events that apply to everyone who watches the queue.
- GetSubscribedUserIDsByQueueID
- All valid users
- one reminder per day
sub GetSubscribedUserIDsByQueueID
- get all user_ids where "my queues" matches this queue
- check if valid user and allowed ('ro' permission)
Note that escalations should be noisy events that apply to everyone who watches the queue.
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Re: What users get Escalation emails
I'm not saying just send to the Owner. What I want is send to anyone who has owner permission of that ticket.
Tom
Tom
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Re: What users get Escalation emails
Only one agent has owner permission of that ticket.tnieman wrote:What I want is send to anyone who has owner permission of that ticket.
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Re: What users get Escalation emails
Owner permission is who can change the owner.
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