SLA escalation for unassigned tickets

[icecoffee]

Infos:

• 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

[icecoffee]

push, hopefully somebody have an idea

[Bozo0511]

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:
https://admin-docs.zammad.org/en/latest/manage/scheduler.html