Escalation Assistance

[Barryza]

Hi there, I have been working on OTRS now for over two weeks and still have not managed to master the escalations setup. I think the easiest would be to explain what I want and need the escalation notification to do for me, then maybe someone can let me know if it is possible and what I am doing wrong.

* First Escalation (First Response) - After one hour I need a notification to be sent to remind the agent that has been assigned that ticket to please deal with the ticket.

* Second Escalation (Update Time) - After two hours when the second escalation has been triggered it will then assign a new owner and change the priority of the open ticket.

* Third Escalation (Solution Time) - I need a notification to be sent and then another owner change to a manager.

The problem I have is no matter what I do, when ever the generic agent runs it applies it to the open ticket whether it has reached escalation or not, and also all three generic agent jobs run over writing the previous one before it. So essentially it just goes straight to the third escalation even though the actual ticket has not been escalated to the third filter which I have specified in the generic agent.

Please can someone help me with regards to the time setup and how to filter tickets properly because from what I can see logically my filters should be working properly

Cheers

I am running OTRS 3.0.5 on a Server 2008 machine.