[otrs] Ticket Escalation

[Munawar Zeeshan]

Dear All.

I have successfully implemented OTRS in an operational environment with a
lot of feature. I am just encountering a single problem.

I have set the escalation time to 24 hours, but after 24 hours a ticket
escalates but a notification don't get sent to the agent via email. Email is
working properly, as the agents are getting new ticket notifications.

I have set all the notifications in the user preferences to YES.

I read every where that there is a generic agent job exists to do the same.
An example is also present in the GenericAgent.pm. But I am unable to
understand how to use it.

Has anybody practically implemented this feature??

Thanks for any help.

No virus found in this outgoing message.
Checked by AVG Free Edition. 
Version: 7.5.476 / Virus Database: 269.11.0/929 - Release Date: 7/31/2007
5:26 PM