Hi, Unfortunately there is no standard function in OTRS to do this hierarchically escalation. I recommend to use FreeTextFields for setting a kind of escalation tier (Escalation Level => Tier 1, Tier 2, Tier 3, etc.). Based on this setting you can define a Generic Agent job which can reassign the tickets as you need it (Queue, Agent, Note, etc…). On 12.10.2010, at 07:11, Silver springs wrote:
I have a question in the queue escalation properties. Please let me know if its possible to escalate a ticket to an individual person. Not sure how to tell it to escalate to one person and then second to another and last to the third person. Any help is greatly appreciated.
Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project