The Escalator and E-Mail

The emails sent out on date breaches are controlled by the entries for Type:Escalation emails; Settings (cog) > Email & Letter Templates.

There are a number of situations where mail triggers are available:

  • On Escalation of Ticket
  • Response Date Breach
  • Warning Date Breach
  • Action Date Breach
  • Task Reminder Date Breach
  • Task Schedule Date Breach
  • On Escalation of Task
  • Contract Date Breaches

Which in general can be sent to four potential recipients: Ticket Owner, Assignee, Customer, and Notify (a definable recipient that is offered on the Category Escalation rules).

e-mail escalator actions