use of Escalation parameter on GenericAgent.pm

[leocertuche]

Hello there,

I have a question regarding the use of Escalation on GenericAgent.pm that hopefully some of you could kindly answer.

The following example is found at /opt/otrs/Kernel/Config/GenericAgent.pm.examples

'move escalation ticket to experts' => {
# get all tickets with these properties
Queue => 'xyz',
Escalation => 1,
# new ticket properties
New => {
Queue => 'experts',
},
},

As far as I understand, Escalation => 1 means that the ticket was actually escalated but, to which of the three escalations available refers? How can I distinguish between First Response, Update or Solution time?

I'm asking because we're evaluating the possibility of using Update Time (which always escalates on this environment since Customers never send updates) to move a ticket from one queueA to queueB if Agents of queueA weren't able to solve the ticket before the time stored in Update Time is reached. That way Agents of queueB will see this ticket on their queue and they will be able to solve it before Solution time is reached.

Thanks in advance for your help,