On Fri, Apr 16, 2004 at 10:52:11AM -0600, Tyler Hepworth wrote:

Will escalation email notification go to agents that only have placed a queue in their custom queue? Or is it possible to make the email go to all agents that have rights to that queue whether they have subscribed to it or not?

Escalation email notification is done by GenericAgent and is using the Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue module: [Kernel/Config/GenericAgent.pm] # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, [...] The Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue module just takes the agents which the selected escalated queue. If you want to notify any agent who is able to work (rw) on the ticket, then you need to write a own GenericAgent module like this one.

Tyler Hepworth

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