About escalation

[Ann]

Hi ,

i would like to know about ticket escalation. I have tried with cron job.

*/10 * * * * /opt/otrs/bin/otrs.GenericAgent.pl >> /dev/null

This was the cron job created by me. But after running it , the ticket is not escalating............
Anybody please guide me how to configure escalation..............



Thanks

[Sayannara]

admin tab > Manage Queues > select existing queue > set escalation

http://blog.otrs.org/2011/09/22/otrs-ti ... calations/


Or use SLA.