Escalation ticket notification

[Dante4]

• Used Zammad version: 4.1.x
• Used Zammad installation type: package
• Operating system: Ubuntu 18.04.05

Expected behavior:

• Create trigger with condition “escalation at – within last (relative) – 1 minute” & email from ***
• Create action email with recepnent UserXXX
• Send email from email ***
• Wait for escalation
• Await mail
• Receive mail within 1 min after SLA escalated

Actual behavior:

• Create trigger with condition “escalation at – within last (relative) – 1 minute” & email from ***
• Create action email with recepnent UserXXX
• Send email from email ***
• Wait for escalation
• Await mail
• Nothing even in history

Steps to reproduce the behavior:

• Create trigger with condition “escalation at – within last (relative) – 1 minute” & email from ***
• Create action email with recepnent UserXXX
• Send email from email ***
• Wait for escalation
• Await mail

Trigger settings:

History of ticket that was created after trigger

[Dante4]

Maybe someone have experience with creating triggers on escalation that’s not for agent, but for managers?

[awedor]

I haven’t tested what you want to achieve but here are my thoughts on your above posted trigger:
In your conditions there is no action only specific attributes that you check. A trigger reacts to an action like a ticket creation or a status update. So you would need to add an action to check for like this one:

or ticket creation or whatever fits to your usecase.

[Dante4]

But I think I have one “Escalation at (First Response Time) within last (relative) 1 minutes”, it should works as trigger by logic, right?

[Dante4]

@awedor
Thanks for your advice from there
https://community.zammad.org/t/triggers-not-working-sending-emails-want-to-send-emails-when-a-ticket-is-updated/7383/4
By using “escalation at is changed” i was able to receive mail. Not really intuitively, but at least it’s working

[awedor]

Glad I could help. You just have to think of it like this: something “is changed” “is created” “is updated” stuff like that is an event and triggers react to events. Properties like “priority is 2” “update was yesterday” “sender has xxx as email” are used to narrow down what you are looking to react on.

[Dante4]

@awedor, the problem only when i need to notify manager like 15 mins before escalation, since there is nothing happens with ticket at that time :’(

[awedor]

You might want to look at the SLA feature or create automations that search for tickets that are not updated within specific times.

[Dante4]

SLA features? If you mean SLA that should work on first response i have one.

I guess the only way to use scheduler?