i;m not sure if this got lost in the Auto Reply incident so I am sending this
again. So far I have been unsuccessful in changing the state of a ticket with
Generic Agent.
Here is my log, I don't see anywhere where it tries to change the state?
Sent customer 'Tust
Hi Anant,
> A. simplest escalation notification: Edit Kernel/Config/GenericAgent.pm.
>
> B. complex escalation notification:
>
> 1. create a new generic agent searching for escalated tickets and define
> some kind of marker for the found tickets.
> 2. send event based notifications to defined re
