Multiple email on ticket close

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itxali
OTRS newbie
Posts: 2
Joined: 10 Oct 2019, 08:54
OTRS Version?: 6.0.20
Real Name: Muhammad Ali
Company: RATS

Multiple email on ticket close

Post by itxali »

Hi,

We are sending email notification whenever ticket is closed to customer user it is working fine, for this we are using "TicketStateUpdate" to closed successful or unsuccessful.
We are sending email notification when SLA time exceeds to specific agents it is also working fine. But our requirement is that whenever SLA is breached and that ticket is closed it should send another email notification to specific users, I have configured another email alert using "EscalationSolutionTimeStop" but it doesn't work.

Please guide.

Thanks
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