How to automatically change the queue of an escalated ticket

[priyagokhle]

I've created my own queue and set it First Response Time of 10 minutes and accordingly after expiry of its escalation time, the ticket moves to Escalated Tickets tab in the Dashboard. However I also want the ticket to move from its present queue to another queue, say Managerial Queue for example, so that the senior management of an organisation can view whether some action has been taken or not by the agent on the ticket. Hence I would like to know if it is possible for the OTRS system to automatically move an escalated ticket to another queue after expiry of its escalation time. If this is possible then please let me know how to configure it from the admin backend as well.

I have configured generic agent from admin and in cronjob I have given */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null
but generic agent is not running from cronjob?

I have selected all the minutes in GUI, when I run it manually it works fine but cronjob is not working?

Please help me with the solution. Thanks in advance.


Regards,

Priya

[bagherpour]

Hi,
I have the same problem, Did you find the solution?