?[SOLVED]? Automatic Agent Escalation

[robintayler]

Hi guys

Apologize in advance if this has been answered but I have a quick question.

We are looking to setup an On Call Roster and would like to base it on OTRS as we already use this for our day to day helpdesking.

Essentially we have a scenario where

Ticket is Created. (By our Paging Service)

If after 10 Minutes Ticket is still "New" then email needs to go out to Agent A
If after another 10 Minutes (20 Minute Total) the Ticket is still "New" then email needs to go out to Agent A + Agent B
If after another 10 Minutes (30 Minute Total) the Ticket is still "New" then email needs to go out to Agent A + Agent B + Agent C


I have tried to set this up doing the following

Ticket comes in and goes into queue with Priority 1 very low
Set up a GenericAgent that sets all tickets with Priority 1 very low to Priority 2 low
Set up a Notification (Event) that Emails Agent A that Priority has changed

Set up a GenericAgent that sets Priority 2 to Priorty 3 - HERE IS WHERE I MADE A CHANGE

Included a Filter Condition that the message is CREATED BEFORE 10 MINUTES for Escalation 1, CREATED BEFORE 20 MINUTES, ESCALATION 2, CREATED BEFORE 30 MINUTES, ESCALATION 3
Now if i can just figure out how to forward the attachment in the Notification (Event) (any help would be lovely)

Set up a Notification (Event) that Emails Agent A + B that Priority has changed

and so on and so forth

This works however......

Issue is first poll of Generic Agent sets ticket priority to 2 low, then (because it now meets the condition of second GenericAgent) immediately sets it to priority 3 and so on and so forth.

Is there a better way of doing this (because at the moment I am only getting immediate final escalation criteria)

I have OTRS 3.0.8 and ITSM. WAMP installation

Please help. I will be ever so grateful.