Re: [otrs] Escalation Emails

Jason White schrieb:

I want to send an automatic mails to an escalation group or move a ticket to a new group with an email to the OTRS administrator queue, whenever a Ticket has reached the escalation limit.

You may want to use OTRS' standard features for the first: Get your agents to add the queue(s) in question to their personal queues To achieve the latter, a simple GenericAgent job might be sufficient (did not try, though), while being extendable to becoming an own module, due to OTRS' escalation features being somewhat limited atm. The upcoming Workflow feature will hopefully cure your needs to the total. Do not expect it to become true in 1.3.x series. With kind regards, Robert Kehl