I am using OTRS v2.1.7 and cannot figure out how to send notification of escalation via the generic agent.

According to the documentation on OTRS.org, you can sent the generic agent to notify an agent when a ticket in his/her queue has escalated.

I cannot figure out how to do this.  I don't see an option for tickets behind a certain age, or tickets with the escalation flag turned on. 

Can anyone please guide me in the right direction, I assume this is an elementary question!

Thank you in advance.


~Greg~ 

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