Use generic agent to raise ticket priority Automatically?

[robmorin69]

Hello all..

Is it possible to use Generic Agent to raise the priority of a ticket once the escalation time reaches 20% ?

So a ticket comes in and it set to priority 3 , but after X amount of time or i guess by escalation time, if the ticket is not complete or has not been worked on, the priority gets raised on that ticket from 3 to 2?

I'm using OTRS version 4 on Linux

Thanks

Rob Morin
Montreal, Canada

[crythias]

GA doesn't know math, but it does know age and time that has elapsed since start or last change.