We had disabled our Escalation notification emails a long time ago due to the sheer volume of notifications being sent out. Tickets still Escalate on the dashboard, it just doesn't send emails since that was a nuisance.

As far as i am aware, the way we disabled this was to change the queue configuration to notify by '-', which should mean that no notification email is sent out. That setting is still there, however escalation notification emails are being sent.

I have tried to poke around in the source to see where this issue might be, but have't figured it out. i do see that some ACL related stuff is being checked at the same time, but i haven't used the ACL feature at all.

Anyone else experience similar, or have better advice on other things to check?

Regards,

Dave