about escalation email

[GulsumCengiz]

Hello,
When I created escalation time for each queue, Escalation email received all agent. But I want to only receive to admin or specific users.
How can I fix it? could someone please help me?

Thanks in advance.

[root]

Adjust the recipient(s) in the notification

[GulsumCengiz]

I created escalation time for each queues.
There are agent notifications (Agent::Escalation and Agent::EscalationNotifyBefore) which are received all agents but I want to send only admin users or specific user.

p.s.: I tried to create with notification(event) but I didn't understand how i can add escalation time for each queue.

[root]

Create an eventbased notification Notifications (Event) with the proper event:

2017-01-10 at 2.22 PM.jpeg

Choose the recipient

2017-01-10 at 2.23 PM.jpeg

[GulsumCengiz]

Create an eventbased notification Notifications (Event) with the proper event:

2017-01-10 at 2.22 PM.jpeg

Choose the recipient

2017-01-10 at 2.23 PM.jpeg

Dear root,
Yes i understand but how i can define escalation times for queues (i could not define response time or solution time with notification(event) screen )

[reneeb]

Escalation times for queues can be configured in the queue settings.

[root]

Dear root,
Yes i understand but how i can define escalation times for queues (i could not define response time or solution time with notification(event) screen )

Bwt, this was you initial question:

But I want to only receive to admin or specific users

[GulsumCengiz]

Escalation times for queues can be configured in the queue settings.

Dear reneeb,

when I defined escalation times for each queue , the agent notificaitons are working , not the notification (event). If the agent notifications work, the notificatio mails received all agent (I do not want to do this.)
Could you please help me how can fix ,it?

Thanks in advance.

[washide]

have you configured escalation for queues using SLA?