can I think that EscalationNotify not implemented in 2.4.8

[huozipan]

I lookup the sourcecode to learn how the option "Nofity by" in Queue/SLA admin interface was been used. But I found it just been insert into DB. Not other code to call them.

Is that means when the "Escalation - First Response Time " reached, there are not any action to send Notify mail to EscalationAgentGroup?

[jojo]

these mails are sent via GenericAgent

PLease have a look on GenericAgent.pm.dist or GenericAgent.pm in Kernel/Config