Assuming you already configured escalations, enabling the escalation jobs
in a .pm file (can't remember which one, probably GenericAgent.pm) is
enough.
When it's working, you should be able to see escalation events in an
affected ticket's history.
Finally, you may need to configure Event Based Notifications to dispatch
warning emails about escalations. I don't know if emails are sent out
automatically when these events occur.
On Thu, Jan 2, 2014 at 2:11 PM, Darshak Modi
Hello,
I have installed OTRS just now.
I am testing Escalation but they are not working . No warning emails, even tickets not shown in Escalated view. I have defined SLA -> Service and Assigned that to Customer.
I have also modified GenericAgent.pm to enable escalation. However its still not working. What is missing ?
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