Hi, all,

I'm having a hard time undersanding escalations.... I  see the chapter
about time settings in our admin manual on, but  not undersanding the
example :

%Jobs = (
# --
# [name of job] -> send escalation notifications
# --
?send escalation notifications? => {
Escalation => 1,
# new ticket properties
New => {
Module => ?Kernel::System::GenericAgent::
NotifyAgentGroupOfCustomQueue?,
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)



I do not work the example of GenericAgent.p.m. with the part of
escalation.

I defined in this p.m. and is not executed when the time of
escalation in ticket is negative.

Help please!!!