Hello, Aysel,
Could you kindly clarify what you mean by escalation?
Escalation in OTRS terms differs from escalation in ITIL, for instance. In
OTRS ticket may escalate only when it's unlocked and it's life is over the
queue escalation setting. When a queue has escalated tickets, only these
tickets are visible to agents. Summing up, there is no such event in OTRS as
escalation. It's a status of a queue.
please clarify what your needs are. We'll try to help.
2009/1/9 Aysel Pamuk
Hello,
I would like to send e-mail messages to the agents for eacalated tickets.
E-mails on escalated tickets should be delivered to agents that have the queue with the
escalated ticket in "My queues" enabled and that have activated notifications on escalated tickets in their
personal preferences .
Is it possible?
Regards,
Aysel
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