I'm a confused by what is required to get ticket escalations in our queues.

I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc.

The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?).

1.  Is it necessary to use a GenericAgent.pm to action escalations?  If so, where do I find samples of doing this?  The manual seems to lack this information.  Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples.

2.  If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing?

3.  I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0.

otrs.Daemon.pl is running.