OTRS 6 escalation notification by email

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Mazowinski
OTRS newbie
Posts: 22
Joined: 19 Feb 2018, 14:04
OTRS Version?: OTRS VERSION 6
Real Name: Denis Kalega
Company: BRAC Finace Ltd

OTRS 6 escalation notification by email

Post by Mazowinski » 09 Aug 2018, 08:40

Hello team,

Please advise on how i can set escalation notification to agents when tickets escalate or sending them reminders when tickets are about to escalate. I have set the ticket escalation notification but they are not working

fcasal
OTRS superhero
Posts: 209
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.10

Re: OTRS 6 escalation notification by email

Post by fcasal » 31 Aug 2018, 07:03

Have you checked the agent configuration of the notifications? Because there is a option of what eventes you want to be notificated.

Greetings

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