[SOLVED] Generic Agent Jobs over escalation time

[rodolfor]

Hi all.
I need to script some queue changes using business time elapsed from ticket creation.

If after two business hours (from its creation) the ticket is not closed, it mast switch from level1 queue to level2.
Then, if after four business hours (from its creation) the ticket is not closed, it must switch from level2 queue to level3.

I tried all configurations with queue escalation times and job filtering but no luck.

Can you give me some hints to achieve this?

Thanks
Rodolfo.

[wurzel]

Hi,

I think Generic Agent does not support business hours.
Use SLA for escalations.

Flo

[rodolfor]

Well, this is my solution:

I want to achieve this situation:
- I have 2 queue: leve1, level2 and level3
- A ticket enter by email in level1.
- I want a ticket move from one level to the next if it is in new state after two hours.
- If the state is not new, I want to escale queue after 4 hours from last update.
- This update time must reset when I change queue.
- Finally, I want to suspend escalation if the ticket is suspended.

THEN:

1:
I set the queues with this escalation times:
Level1:
First=120
Update=240
Solution=600
Level2:
First=240
Update=240
Solution=600

2. I installed Znuny4OTRS-EscalationSuspend, to suspend escalation time when a ticket is suspended
3. I created two job for scaling from level1 to level2 and two for scaling from level2 to level3
. The level1-job1 change queue from level1 to level2, if escalation first time is reached AND insert a Note in the ticket
. The level1-job2 change queue from level1 to level2, if escalation update time is reached AND insert a Note in the ticket
4. I modified the code to allow a Note to rest update time: viewtopic.php?p=170307#p170307

Thanks to all have helped me!