Reescalate ticket

[pawarvijay]

First of all zammad Is great tool , Thanks zammd community

Question - I want to re-escalate new ticket

If ticket is not attended by Agent-A
then send escalation email to Agent-B
if ticket is not attened by Agent-B
then send escalation email to Agent-C last person

How to do this ?

[pawarvijay]

I tried setting up triggers but it does not fires

try 1
Fails - just change owner if 1 st escalation is ignored

try 2
Fails - just send email to same owner again if 1 st escalation is ignored

try 3
Fails - change owner and send email to new owner if 1 st escalation is ignored

[MrGeneration]

You might want to try the schedulers instead of the trigger, as triggers only fire if a user based update occured to a ticket. Escalation changes of a ticket do not count in these cases.