Hi JC, This is done by a cronjob and my be changed in the otrs users crontab: crontab -u otrs -e Locate the following Line: */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null My Modification to this Line: 0 8,10,12,14,16,18 * * 1-5 $HOME/bin/GenericAgent.pl >> /dev/null Expl.: i want to receive escalation emails every 2 full hours between 8 am and 6 pm, from Monday to Friday. hth JC Boursiquot wrote:
Does anyone know how to turn off ticket escalations. The OTRS system is escalating open and closed tickets every 20 minutes.
I have all queues and sub-queues notification field Escalation time (minutes): are set to 0.
JC Boursiquot
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