I have a problem of this type: Create an SLA application: Serious incident The SLA sends notifications to managers
The problem occurs when sending a request to another agent that is handling the ticket, managers are notified for a "Serious incident attributed to you" topic, and so claim that they are similar to the ticket, I do use the tag <OTRS_AGENT_SUBJECT [20]> Maybe you know of any other tag that will be displayed in the notification of the original topic?
Notifications for manager with original Topic
Moderator: crythias