Used Zammad installation type: (source, package, docker-compose, …)
Operating system: Debian
Browser + version: Chrome
Expected behavior:
It is expected to notify the agent and owner of the ticket via email when the ticket escalates. They will receive a warning email notification 15 minutes before the ticket escalates and at the time when the ticket escalates.
Actual behavior:
Agent receives system notification in the zammad dashboard when the ticket escalates. And they are not notified in the email.
Yes, I have already set up SLA and scheduler. Previously, I had forgotten to attach my SLA and scheduler image.
Here is my SLA: For testing purpose, I’ve set SLA to 1 hour.
Therefore, I tried using scheduler as following. But this scheduler does not notify the ticket owner at the time ticket gets escalated instead it notifies at the particular scheduled time. So, I’ve used only one time for the scheduler to run orelse it will repeatedly email owner about the escalated ticket.
The trigger needs something to happen in order to work. For example, reply to the ticket is the trigger. Timed events will not work with triggers. You can ignore the triggers for this.
For testing, setup an SLA that has very little restrictions. For example, the only condition is that the ticket is NOT Closed. Doesn’t matter what group, etc.
Then create a test ticket. Under the ticket title it will say when that ticket will be escalated. Wait for the ticket to be escalated. Once that happens, look at the bottom of the ticket. It will say that it sent an email and to which address.