Hi All,


Can anybody help me in configuring Ticket Escalation????
I use How to configure Generic agent??

%Jobs = (
# --
# [name of job] -> send escalation notifications
# --
’send escalation notifications’ => {
Escalation => 1,
# new ticket properties
New => {
Module => ’Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue’,
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);


I have gone through the documentation present in otrs.org.
I need to increase the priority also.


So help me?????

Regards




Gonzalo Balatti Viera - CSU IBM Uruguay.