Hello,
I set up on my OTRS (version 3.1.9) the escalation feature.
I want to "escalate" all tickets that were not locked by the agents in 20 minutes, I set up correctly OTRS (on OTRS dashboard I can view escalated tickets correctly) but I want also to send an email to all "agents" of the queue.
I try to set up a custom notification event but It seems not work.
How I can do it?
Escalation reports
Moderator: crythias
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adefilippo
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- Joined: 18 Dec 2012, 12:40
- Znuny Version: 3.1.9
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crythias
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Re: Escalation reports
Your queue should have the escalation and the agents should have notifications yes in their preferences, as well as the agents having the queue highlighted in their preferences my queues.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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