Escalations not working

[mommacude]

I have a very simple set-up for escalations:

Schedule:

24/7
Sunday: 12:00 AM => 11:45 PM
Monday: 12:00 AM => 11:45 PM
Tuesday: 12:00 AM => 11:45 PM
Wednesday: 12:00 AM => 11:45 PM
Thursday: 12:00 AM => 11:45 PM
Friday: 12:00 AM => 11:45 PM
Saturday: 12:00 AM => 11:45 PM

Plan Details:

High -- All Departments -- 24/7 24
I have this set to Overdue 24 hours, SLA 24/7, filter (all departments), Filter by ticket status (on hold, Pending M, Pending C) , Filter by Ticket Priority is set as High.
Hot -- All Departments -- 24/7 1
I have this set to Overdue 4 hours, SLA 24/7, filter (all departments), Filter by ticket status (on hold, Pending M, Pending C) , Filter by Ticket Priority is set as Emergency.

Escalations:

High-- SLA PLAN - High, Assign to staff(no change), Move to Department (no change) , Change Priority (no change), Change Ticket STatus (Escalated)

HOT-- SLA PLAN - HOT, Assign to staff(no change), Move to Department (no change) , Change Priority (no change), Change Ticket STatus (Escalated)


So if I put something on hold or pending and set the status to high or emergency, I want it to escalate the ticket in 4 or 24 hours if nobody replies.

But it's not working.

Did I miss some logic?

Thanks,

[supportskins]

Did you add a cron on your server for the escalations to work? You need to set a cron/task scheduler to fetch the file /cron/index.php on regular intervals. HTH

[mommacude]

oh. . .ummmm. . .. nope. . . so how do I add a cron?

Can anyone help me out on that? I have cpanel? Can you tell I'm completely clueless? LOL

[mommacude]

I have the scheduled tasks set up does that help?

[mommacude]

I had a cron installed but still it isn't working. What else is there to look at?

[mommacude]

P.S. they did:

lynx --dump http://www.cjcustomers.com/cron/index.php?_t=parser > /dev/null