Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in advance !!