Alexander Scholler
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