Escalated tickets not sending mail notification to other agaents

Technical assistance
1

Infos:

  • Used Zammad version: 6.3
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: windows 11
  • Browser + version: Chrome

Expected behavior:

  • Mail notification to all agents who have their emails put in to be notified for escalated tickets and on Zammad.

Actual behavior:

  • Agents do not get notifications to mail and on Zammad

Steps to reproduce the behavior:

  • I have created escalation and triggers for escalated tickets, agents assigned to the tickets get a notification and email alert but other agents are not been notify when their emails are added
    the ticket is not assigned to them
    trig
    trig1178×893 45.1 KB
2

Any assistance with the above request?

3

This is a free community with no guarantee of help. If you require commercial grade support, consider a Zammad support contract. If not, which is fine, please have patience.

4

A kind reminder on the request above

5

How are your tickets being escalated? I only use SLA’s for escalation and do not require any triggers.

Using a trigger would mean that something happens in order to activate that trigger, but I’m not seeing that in your screenshot.

6

Trigger
Trigger964×950 48 KB

Kindly find attached the screenshot for the trigger.

7

A kind reminder on the above request, urgent assistance will be appreciated

8

This is a free community without any guaranteed help. If you require commercial grade support, get a support contract at zammad.com.

9

A trigger requires an action as in “it is happening now” to activate
Official docs: Triggers — Zammad Admin Documentation documentation

If you are looking for escalations, SLAs are the way to handle escalations
Official docs: SLAs — Zammad Admin Documentation documentation

It looks to me that you are looking for something like a scheduled task as in “verify every X if tickets have conditions Y and do Z”

Like e.g. where I check every work-day at 10:30 if there are tickets that have the condition last_contact set to after relative 2 weeks

In this example, the owner (agent) and the customer get an email which reminds them that nothing has happened for two weeks

image
image670×941 40.1 KB

Official docs: Scheduler — Zammad Admin Documentation documentation

If this does not help, better listen to @MrGeneration and get commercial support from the Zammad team.

Best,
Skip

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