[itsm] question about recipients from escalation notifications

Leonardo Certuche leonardo.certuche at itconsultores.com.co
Mon Oct 31 16:49:06 UTC 2016


Hello there,

I remember in older versions of OTRS, Escalation notification recipients
were governed by any of the following two text-based configurations:

# notify all agents who selected the queue in "my queues/custom queues"
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
# notify all agents who can access the ticket with rw permissions
Module =>
'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',

Now it seems like the GenericAgent has nothing to do with this and instead
there is the following path:

Kernel::System::Console::Command::Maint::Ticket::EscalationCheck

But it does not allow to define who will be the recipients of the
escalation notification.

Does anyone know where can this be set in OTRS 5?

Regards,

Leonardo Certuche
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