Hi
I have set the job as
#Consumer Support L1
'move escalation ticket to experts and execute Consumer Support L1 Card' =>
{
# get all tickets with these properties
Queue => 'Consumer Support L1::Card',
Escalation => 3,
# new ticket properties
New => {
Queue => 'Support::Operations::Operation Escalations',
# your program (/path/to/your/program) will be executed like
# "/path/to/your/program $TicketNumber $TicketID" ARG[0] will
# be the ticket number and ARG[1] the ticket id
# CMD => '/path/to/your/program',
},
},
then running the GenericAgent.pl in cron job for 5 minutes
IN GUI i have setup the
Escalation - First Response Time:
3 Minutes
(0 = no escalation - 24 hours = 1440 minutes - Only
business hours are counted.) t
But the tickets are getting escalated based on the cronjob only, is there any
way i can setup the First Response set time?
please guide me
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