Issues with email sent on escalation

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: package
  • Operating system: Debian
  • Browser + version: Chrome

Expected behavior:

Create a trigger to send an email when a ticket escalates

Actual behavior:

Email is sent multiple times (2 or 3 times) each 5 minutes apart.

Steps to reproduce the behavior:

  1. Create an SLA with 15 min on update time:

    3
    3571Ɨ902 37.4 KB

  2. Create a trigger to send an email on escalation (Used the created at trying to avoid it to be sent multiple times and leaving it time to be sent 1 time):

1
1772Ɨ914 28 KB

  1. It will trigger up to 3 times before the 30 min is reached:

2
21018Ɨ525 17.3 KB

I am not sure why this is happening, tried also putting Escalation_at has changed along with Escalation_at has reached but it stopped working at all. Does anyone know how can I set this up to be only sent one time once escalation time is reached?

Best Regards,

2

You may have to use clauses to ensure that the trigger runs exactly once. If the agents are the recipients, Iā€™d suggest to use the already builtin notification instead. It should by default already mail your agents.

Escaping these clause can be achieved by e.g. using tags.

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