[otrs] Escalation queues

[Alexander Scholler]

Alexander Scholler <alexander.scholler at augsburg.de>
Informationstechnik / AfOuI
VZA / Zimmer 631, Durchwahl -4451



Adriano Amaral schrieb:
> 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.
Escalation does not change the queue the escalated ticket belongs to.
You have to do this yourself e.g. with a generic agent job.
For example, see job 'move escalation ticket to experts and execute CMD'
in Kernel/Config/GenericAgent.pm.examples an modify it for your needs.
> 
> ITOH nothing about the way escalation works was found on the doc's.
> Could you guys point me on the right direction ..
> 
> 
> TIA

Bye, Alex