SLA/escalated tickets to be forwarded to mail

[ditlev]

Hi,
I would like to be notified by mail when tickets are escalated, is there anyway for the system to do that? Ie. just forward the tickets that is not within the SLA to my email?

thanks

Ditlev

[tommy]

Hi,

re:

Originally Posted by ditlev

Hi,
I would like to be notified by mail when tickets are escalated, is there anyway for the system to do that? Ie. just forward the tickets that is not within the SLA to my email?

thanks

Ditlev

You can setup an Alert rule that will send you an email that notifies you that
a ticket's priority has changed:

Staff CP -> Tickets -> Alerts

In order to send the ticket contents with the email, you would have to modify the alert template to include the ticket contents. I _think_ that the template you would have to modify is:

Admin CP -> Templates -> Tickets -> alert_ticketpriority

Since I have not modified an alert template, I can't provide any guidance on exactly what you would need to add to get the ticket contents included.