Hello, You can use a generic agent to search for those tickets escalated on first level and move them to second level. You can use the escalation event as a trigger also.
Regards 2016-08-10 6:40 GMT-06:00 Paul Joseph <paul.jos...@velankani.com>: > Hello, > > If suppose I have three levels 1,2,3 . If a client raises a ticket > that is assigned to level1 and escalation time is 1 hour, If the say that > the concerned person did not attend to the issue and the escalation time > has exceeded then how can the ticket be automatically escalated to the next > level? > > > > I know that we can do it manually but is there a provision to escalate the > issue automatically to the next level and even then if it is not responded > then escalated to the next level? How can we achieve this??? > > > > Please help! Thanks in advance!! > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net
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