Agent escalation messages visible in customer portal

[rbraat]

Hi,

When a ticket escalates, the message I defined in Admin | Agent notifications (Agent::Escalation) becomes visible in the customer portal and becomes also visible as a article in the Agent Ticket Zoom.
This escalation information makes the ticket less clear and should not be visible in the customer portal.
Probably I did some misconfiguring.
Any help appreciated.

Kindest regards

[jojo]

OTRS version? Any changes done on the system?

[rbraat]

Sorry, forgot to specify. OTRS 3.2.6
No changes made on default installation

[jojo]

sounds like a bug. But on my system it is not visible in customer frontend

[rbraat]

Can it be because all my clients are member of the agent-group?
I needed to do that because otherwise customers were not able to create tickets in the frontend. Maybe this is what I misconfigured.

[rbraat]

Fixed: I configured a loop.
The escalation mail was send to all agents, also to root@localhost, which had the e-mail address which is automatically read by OTRS.
So the escalation mail was picked up by OTRS, because of the ticket number in the subject, it was placed in the ticket history.
I've changed the e-mail address of root@localhost to a different e-mail address, so the email notification isn't read anymore by OTRS.