Hi Ugo,
Thank you for your reply. I've not been able to get the notifications for
even the agents (I'm both owner and responsible for a few tickets which
show as escalated) associated with a ticket.
Could you point me to the thread in the archives? I've searched (both on
Google and specifically through the archives) but was unable to locate the
correct thread.
Thanks,
AJ
On 9/22/11 6:01 PM, "Ugo Bellavance"
Le 2011-09-21 04:10, Anant Jain a écrit :
Hi,
I noticed this Notification in the "Agent Notification" screen of the admin. Can someone help in using this? The end goal is that I (OTRS manager/admin) should receive an e-mail notification for any ticket escalation due to non action/updation by the agents.
If I have read correctly, the escalation process only sends notification to the agents that would receive updates on the ticket.
You can look at the list archive for details.
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