Queue Escalations - duplicate escalation email to supervisors
Greetings, OTRS 5.0.17 Our queue escalations are working as expected, with agents receiving escalation notifications via email. Is it possible to have a supervisor receive a duplicate of the above email? I'll be giving the Admin->GenericAgent facility a try (ie, calling an external script which sends the supervisor a similar notification email), but was wondering whether there is a more elegant way of achieving this. Thanks
No luck - any suggestions?
On 19 April 2017 at 11:11, Henry Combrinck
Greetings,
OTRS 5.0.17
Our queue escalations are working as expected, with agents receiving escalation notifications via email.
Is it possible to have a supervisor receive a duplicate of the above email?
I'll be giving the Admin->GenericAgent facility a try (ie, calling an external script which sends the supervisor a similar notification email), but was wondering whether there is a more elegant way of achieving this.
Thanks
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Henry Combrinck