SLA escalation for unassigned tickets


  • Used Zammad version: 5.2.1-1657744062.c62a3600.buster
  • Used Zammad installation type: source
  • Operating system: Debian 10
  • Browser + version: Firefox for Mac 102.0.1

Expected behavior:

  • SLA should trigger a notification if a ticket is not personally assigned

Actual behavior:

  • escalation happens on the ticket (circle icon changes from orange to red); Notification via email and zammad itself works, while a ticket it assigned to a user;
  • notification is not be triggered when a ticket it just in a group and not personally assigned yet

Steps to reproduce the behavior:

  • create a ticket, dont assign it and let it escalate

Greenshot 2022-07-18 10.47.37

push, hopefully somebody have an idea

You could set up a scheduler to send, for example every morning or twice a day, to email specific agents when Tickets are escalated.

You can find more information regarding this topic in the documentation:

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