Hi, The built-in escalation option in OTRS is very basic at the moment and not very flexible. I have found that building your escalations by writing them in the GenericAgent.pm file directly is a little more flexible. There is a section in chapter 15 (page 74) that gives some examples. Regards, Dean on 25/1/05 1:48 AM, m at m@telerama.com wrote:
I'm trying to set up a bunch of escalation rules.
However, for the life of me, I can't find "Escalation" anywhere in the GenericAgent web interface (using OTRS 1.3).
Did I miss something, or do I have to write them into GenericAgent.pm by hand?
M.
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