Does OTRS support ticket escalation?
Yes, it does.
> I was browsing the online
documentation and didn't see anything.
You must be blind. Ok - the docu is not as comprehensive as a docu should be. Never mind.
Esacalation is set as a time range per queue, which can be 0 (zero), meaning no escalation occurs. It does if set, and if a ticket is not answered within the questioned time slide.
A ticket is not answered means a ticket not having it's 'Answered' flag on. This I state because in a framework like OTRS reaches to become one, the answered state can be set not only by actually answering a ticket. See http://wiki.robertkehl.de/index.pl?PatchGAAnswered for an example.
Normally the 'Answered' flag gets reset on receiving or sending a customer message, email, phone or stuff like that towards an existing ticket, or towards nothing to create a new one.
These might help you: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1050 http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1060
hth,
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