Hi is there a way to create a custom email notification(Trigger) to someone, when the SLA has reached it’s time or 10 minutes before?
Trigger i have played with is not working or even not triggering.
Zammad version 6.5.2-1771921797.1395ca8f.noble
When a ticket reached its escalation, the timestamp doesn’t change. The timestamp is set as soon as the SLA is calculated on the fitting ticket (it’s the timestamp the ticket will escalated).
You want to check if the escalation was within the last 10 minutes. Instead a trigger, user a scheduler. Make sure to build the condition in a way, that it doesn’t trigger a second time because you’ll have loops other wise.