Escalation notification

Hi everyone :wave:


  • Used Zammad version: 2.6.0-153845512
  • Used Zammad installation source: (source, package, …) package
  • Operating system: Ubuntu 18.04.1
  • Browser + version: current Chrome & Firefox

Right now I’m testing the SLAs feature. And I get some strange behavior regarding notifications. My starting point:
My SLA looks like this

My personal notification:

The first time a tickets reaches the threshold for escalation I correctly receive an e-mail notification.
Then I’m working on that ticket, so it deescalate.
But as soon as this ticket escalates again I won’t get any notification.
Should it be like that? Or do I misunderstand something completly? I thought I should receive everytime a new notification as soon a tickets escaltes.


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