Re: OTRS 5 - Queue ticket escalations

Scratch that - it would appear setting an escalation time on a queue only
applies to new tickets, not existing ones in the same queue.

On 18 April 2017 at 15:01, Henry Combrinck <[email protected]>
wrote:

> 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
>
>
>

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