Preventing uncontrolled ticket escalation Emails

[diya4911]

I wonder if its possible to completely take control of the Emails sent by OTRS for escalated tickets,
No escalation Notifications (event) is setup on the system, still once a ticket is escalated inside the system at random time after it's escalated like 11 minutes an escalation Email is received,
and then as the ticket is kept open escalation Emails keeps on being received like every 24 hours at 12,

Is those Emails like sent by design and can't be disabled? it would be great if this is just controlled from the Notifications (event) part, would disabling this like disables other functions in the system?

Thanks,

[crythias]

Kernel/Config/GenericAgent.pm
runs from var/cron/generic_agent

default every 20 minutes.

change there and bin/Cron.sh restart otrs

[diya4911]

Will this like prevent the OTRS system from sending like any sort of Email notifications or just escalation Emails, I can just comment the lines for the escalation?

[diya4911]

testing this out seems to be working this is great

[crythias]

Even if you talk with "like" every third word, please try not to type like that. I envision a teenager from the 1980's with a side poinytail, bubblegum, and rollerskates.

[diya4911]

thanks for the note no problem, regarding the files when I comment the lines in GenericAgent.pm I no longer receive the built in escalation notifications nor the event based ones that I created,
When I un comment the lines again, I only receive the built in notification emails,
maybe this is related to the advanced escalation add-on