Escalation configure

[firebolt]

Hello to everyone.

I can't understand how to configure escalation in the System. All that I see is configuration of escalation time in Queue settings. But where this ticket will be escalated? How to configure it's escalation to specific queue? Then how to configure notification about escalation?

[yuri0001]

Generally, in OTRS, escalation based on queue options (or SLA option - they have higher priority on queue options) & notifications based on events (reached queue options). If you want to move ticket in another queue (as example) when some queue options (time) reached you need to create Generic Agent job which will do this job. Another way - ACL option of OTRS (see chapter 18 of admin manual and examples there)
Sorry my bad English

[ppoz24]

@yuri0001
I also have this problem.

[yuri0001]

The right way - learn manuals and read all available forums at first. After that - questions. I don't understand your question, only that you have some problem.
Sorry/