Hi All,<br><br>In our ticketing system we need to escalate the ticket after a particular time to a different level or queue. I am aware about that if can be achievable by using <b>GenericAgent job  </b>by using some script or program;But I have some doubt about the ticket <br>
<br>1) How the ticket get store in the OTRS.<br>2) How OTRS ticket functionality work for the escalation w.r.t.  time.( from which tables it picks the time and other things for escalation.)<br>3) What are the module I have to check for the ecalation.<br>
<br clear="all"><br>-- <br>Regards,<br>Sourabh Sarwate<br>Mobile No : +91-9948894587<br><br>