Hi, 18.04.2017 15:04 - Henry Combrinck schrieb: > (...)
The manual only refers to doing this to get escalations going, however this is not working for me,
the escalation usually works fine :)
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?).
Correct. GenericAgent.pm triggers escalation events in previous versions of OTRS.
Is it necessary to use a GenericAgent.pm to action escalations?
No.
If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing?
You only can check ticket history (+logs) to see what is happening. The escalation on a queue refers to all tickets in this queue. You might check if the Escalation Rebuild Index Job (it is a Dameon Job) is running. AFAIK this checks (and calculates) escalation times. For more complex scenarios you might want to use commercial add ons. -- Florian