Hi list,<br><br>We&#39;ve been configuring notifications for SLAs. This is what we&#39;ve accomplished so far:<br><ul><li>We activated web notification via SysConfig enabling <span class="contentkey">Frontend::NotifyModule###4-Ticket::TicketNotify and </span><span class="contentkey">Frontend::NotifyModule###5-Ticket::TicketEscalation at </span>Ticket -&gt; Frontend::Agent::ModuleNotify. Thanks to that now Agents can see &quot;first response time is over&quot;, &quot;update time is over&quot; and &quot;solution time is over&quot; notifications on their web interface</li>

<li>We defined en::Agent::Escalation and en::Agent::EscalationNotifyBefore at AdminNotification and we also uncommented the &#39;send escalation notifications&#39; job that comes in /opt/otrs/Kernel/Config/GenericAgent.pm which uses Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue. Thanks to that, now agents get those two e-mail notifications, one when the percentaje of time defined for the First Response Time is reached (en::Agent::EscalationNotifyBefore) and another one when the First Response Time itself is reached (en::Agent::Escalation)</li>

</ul>So by now Agents get web notifications when all times measured are reached (first response, update and solution) but only get e-mail notifications when the first response is reached. How can we configure e-mail notifications also when update and solution times are reached?<br>

<br>Thanks for your help,<br><br>Leonardo Certuche<br>