Hi all,

version:  5.0.17

I'm a confused by what is required to get ticket escalations in our queues.

I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc.

The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?).

1.  Is it necessary to use a GenericAgent.pm to action escalations?  If so, where do I find samples of doing this?  The manual seems to lack this information.  Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples.

2.  If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing?

3.  I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0.

otrs.Daemon.pl is running.

I'd appreciate any feedback.

Thanks

Henry