What users get Escalation emails

[tnieman]

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?

[crythias]

otrs/Kernel/System/GenericAgent/NotifyAgentGroupOfCustomQueue.pm

• GetSubscribedUserIDsByQueueID
• All valid users
• one reminder per day

Ticket.pm:
sub GetSubscribedUserIDsByQueueID

• get all user_ids where "my queues" matches this queue
• check if valid user and allowed ('ro' permission)

Now, can you change this? yes, change the first to check if owner, but that's not optimal - a ticket that's unassigned can escalate in space, but nobody will hear it scream.

Note that escalations should be noisy events that apply to everyone who watches the queue.

[tnieman]

I'm not saying just send to the Owner. What I want is send to anyone who has owner permission of that ticket.


Tom

[crythias]

What I want is send to anyone who has owner permission of that ticket.

Only one agent has owner permission of that ticket.

[crythias]

Owner permission is who can change the owner.