Setting Escalation Filter

[kool_kid]

Hi,

I know this sounds very basic, but how exactly do we set generic agent to filter all escalated tickets.

I have Queue1, Queue2 and Queue3. Queue1 & Queue2 are both set for 400 mins First Response Time and 24 hours Solution Time. I have these Queues set with the proper calendar. If the First Response Time (or Solution Time) is expires then the ticket from Queue1 should be moved to Queue2, if the same happens for Queue2 then the ticket is moved from Queue2 to Queue3.

In generic agent I have set
Ticket filter
Queue = Queue1
Ticket first response time reached "before" "1" "minutes"
Ticket solution time reached "before" "1" "minutes"
Ticket Action
New Queue = Queue2

But the tickets are not being moved to proper queue.

Please help if I'm not setting things properly.

[crythias]

There's a bug in the math (in my opinion) http://bugs.otrs.org/show_bug.cgi?id=6394

[kool_kid]

Gotcha, I will try the fix mentioned and see if it works.

In general, I would like to know the difference between keyword "last" and "before".

[kool_kid]

I applied the fix mentioned in bug comments but it didnt work. Is there another way to achieve what I'm trying??

On a different note, how do you lock a ticket for a agent who had replied to the ticket. For example, I have 10 agents and I keep getting many tickets, I want to lock the ticket for the agent who is first in replying to the ticket. How do we set this up?

[crythias]

the agent who replies to the ticket via the web interface is usually the one who it is locked to...

[diginin]

I applied the fix mentioned in bug comments but it didnt work. Is there another way to achieve what I'm trying??

On a different note, how do you lock a ticket for a agent who had replied to the ticket. For example, I have 10 agents and I keep getting many tickets, I want to lock the ticket for the agent who is first in replying to the ticket. How do we set this up?

;
Sounds like an unlock is happening. Check the ticket history.