Hello, Aysel, Could you kindly clarify what you mean by escalation? Escalation in OTRS terms differs from escalation in ITIL, for instance. In OTRS ticket may escalate only when it's unlocked and it's life is over the queue escalation setting. When a queue has escalated tickets, only these tickets are visible to agents. Summing up, there is no such event in OTRS as escalation. It's a status of a queue.
please clarify what your needs are. We'll try to help. 2009/1/9 Aysel Pamuk <aysel.pa...@gantek.com> > Hello, > > I would like to send e-mail messages to the agents for eacalated tickets. > > > > E-mails on escalated tickets should be delivered to agents that have the > queue with the > > escalated ticket in "My queues" enabled and that have activated > notifications on escalated tickets in their > > personal preferences . > > > > Is it possible? > > > > Regards, > > Aysel > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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