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Improve compatibility with the Escalade plugin - #9

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Lainow wants to merge 3 commits into
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compatibility_with_escalade
Open

Improve compatibility with the Escalade plugin#9
Lainow wants to merge 3 commits into
mainfrom
compatibility_with_escalade

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@Lainow

@Lainow Lainow commented Aug 25, 2026

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Checklist before requesting a review

Please delete options that are not relevant.

  • I have performed a self-review of my code.
  • I have added tests (when available) that prove my fix is effective or that my feature works.
  • This change requires a documentation update.

Description

Escalation treats each assigned group addition as an escalation: it retains only
the last assigned group, unassigns the technicians, and logs an escalation task.
This overrides the behavior of certain MoreOptions settings.

Here is the fix:

  • “Use technician group” set to “All”: Groups are now added with the _plugin_escalation_rules_only flag, so that Escalation applies only business rules instead of triggering an escalation.
  • The Escalation option “Use the technician group” takes precedence over the MoreOptions option “Take the technician group” when enabled and forces this option to be disabled on each entity.
  • The ticket option is grayed out in the entity’s configuration form, accompanied by a warning, as long as the Escalation option is enabled.

Screenshots (if appropriate):

image

@Lainow Lainow self-assigned this Aug 25, 2026
Comment thread src/Config.php
@Lainow
Lainow requested a review from Rom1-B August 25, 2026 13:58
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2 participants