Good Day,
We've activated escalation notification for tickets. But as we can see notification can only be for agents of custom queue and (or) agents group with write permissions (this we can see in GenericAgent.pm). How we can send escalation notifications only to owner agent of the ticket? Please, can u help us with this?
Also, not only I have this question
http://forums.otrs.org/viewtopic.php?f= ... ion#p32356
Custom escalation notification
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teymuralizade
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