Level wise escalation in OTRS

[saumil1287]

Hi friends,

I am new to OTRS,I am struglling with escalatin part at the moment as my client requirement is that they want level wise escalation .I mean a ticket is assigned to a level1 agent and after a fixed amount of time (if no response from level1 agent )it get escalated to level2 agent then to level3. In sort there are 3 levels of escalation.

I tired with genric agent but on running it says 0 ticket affected.
So how can I achieve this?
Through generic agent or there is any other way.

Your guidance is apprieciated a lot.

Thanks in advance

[jojo]

Generic Agent is fine

[saumil1287]

Hi JOJO,
I am using generic agent but not getting

[jojo]

your search terms might be incorrect

[saumil1287]

Hi jojo,
I created a hardware queue in which I set 1st response time to 5 mins,
Update time to 10 mins
Solution time to 20 mins

As a customer I created a ticket for hardware queue.

I created a generic agent and filter set for ticket was
Priority 3 Normal
state New
agent saumil(which is set for hardware queue)
Ticket Lock:Unlock
Ticket Ticket first response time reached last 1 min
--------------------
In Action I seet new queue to level1 and set new agent as amit and then save the ticket.

Schdelued time is set to 10 mins.

I want to execute this job if agent does not respond in 5 mins
what mistake I am making here for ticket filter?

Your guidance is appreciated a lot thanks in advance

[saumil1287]

Hi Jojo
I have created a job with scheduled 10 mins but not running after every 10 mins .

[jojo]

check if the reaction was reached and the owner is set. Also check your cronjobs according to the admin manual

[saumil1287]

Hi jojo,
I checked in var/cron/generic_agent file
it is displaying as after 20 mins it runs an agent.
I want to know from where we have to set 10 min setting in ?
and how?

Thanks again