Re: [otrs] Agent::Escalation Usage - Ticket escalation notification/e-mail

Le 2011-09-21 04:10, Anant Jain a écrit :

Hi,

I noticed this Notification in the "Agent Notification" screen of the admin. Can someone help in using this? The end goal is that I (OTRS manager/admin) should receive an e-mail notification for any ticket escalation due to non action/updation by the agents.

If I have read correctly, the escalation process only sends notification to the agents that would receive updates on the ticket. You can look at the list archive for details.