Hi, Unfortunately there is no standard function in OTRS to do this hierarchically escalation.
I recommend to use FreeTextFields for setting a kind of escalation tier (Escalation Level => Tier 1, Tier 2, Tier 3, etc.). Based on this setting you can define a Generic Agent job which can reassign the tickets as you need it (Queue, Agent, Note, etc…). On 12.10.2010, at 07:11, Silver springs wrote: > I have a question in the queue escalation properties. Please let me know if > its possible to escalate a ticket to an individual person. Not sure how to > tell it to escalate to one person and then second to another and last to the > third person. Any help is greatly appreciated. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project
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