I configured Ticket Escalation exactly as described here: http://www.otrs.com/en/open-source/comm ... calations/, except for "Escalation - update time" which I've set to zero (no notification).
This seems to work, however, today (Monday) and also last week on Monday, both times at 8:20h, all agents received the configured escalation notification mail for all escalated tickets. Both times this was not triggered by one of the tresholds. It looks like somehow there is a trigger at the beginning of the week.
Anyone an idea?
Regards
At what time will an escalation mail be send?
Moderator: crythias