[otrs] Escalation queues

[Adriano Amaral]

Hi folks,

While tweaking the queues hierachy to suit my needs, I've started
testing the escalation process. The problem I'm having is the way this
is done. If I understood correctly, the escalation is done by the time
set on the queues. So once the time spam is passed, it should escalate..
Also I have to create a GenericAgent task to notify the folks about the
escalation event as well as to move the tickets to the next queue on the
escalation process.
Here is my problem:  I want to move all the open tickets not yet locked
by an agent using a 15 minutes interval on some queues. Also I've
thought the escalation process would move the ticket to the parent queue
without creating a task. Am I on the left filed on this.

ITOH nothing about the way escalation works was found on the doc's.
Could you guys point me on the right direction ..


TIA
-- 
Adriano Amaral
Network Administrator
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