Ref to the mailing list on OTRS where I found this post we sent escalation notifications through a generic agent job. When this job runs, it checks whether tickets are escalated. For every escalated ticket, a mail es sent to every agent that has defined the queue the ticket is assigned to as his personal queue among others I am also interested to have the same escalation notifications, but these notifications being sent to our bosses. I can t fine any relevant info in the GenericAgent,No TICKET ESCALTION like thing under STATE. Additionally how to enable escalation notification in the users preferences like New ticket notifications?? Thanks Z Munawar -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Friday, July 20, 2007 4:45 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mail to Agent Munawar Zeeshan wrote:
I still confused...Can u bother to elaborate little more??
Have you read the documentation on notifications? http://doc.otrs.org/2.2/en/html/x995.html Nils Breunese. No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 6:30 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM