Hello Lenoardo, you can now configure this in detail in the ticket notifications admin screen. Best regards, Martin Gruner Team Lead R&D OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel OTRS 5s – Modernste Technologie und höchste Sicherheit – die neuen Features für OTRS Free, OTRS Business Solution™ und OTRS Business Solution™ Managed! Erscheinungsdatum 01. November. Jetzt entdecken! https://www.otrs.com/otrs-5s/?lang=de&utm_id=569

Am 31.10.2016 um 17:49 schrieb Leonardo Certuche :

Hello there,

I remember in older versions of OTRS, Escalation notification recipients were governed by any of the following two text-based configurations:

# notify all agents who selected the queue in "my queues/custom queues" Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who can access the ticket with rw permissions Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',

Now it seems like the GenericAgent has nothing to do with this and instead there is the following path:

Kernel::System::Console::Command::Maint::Ticket::EscalationCheck

But it does not allow to define who will be the recipients of the escalation notification.

Does anyone know where can this be set in OTRS 5?

Regards,

Leonardo Certuche --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs