1.) Could this be done via the web interface for GenericAgent? If so, where would I input the variables to check for escalation and answered status? And then, how do I change them in the ticket?
> 2.) What are the variables I need to check and change if I need to edit > GenericAgent.pm?
The 'Answered' state is set when a customer adds something you have to answer, such as an email arriving or a customer message added in customer.pl. Standard OTRS does not implement a function to actually reset the 'Answered' state. I believe this to be by design.
See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a patch to GenericAgent to allow setting the 'Answered' State. There has been a discussion on how to implement this recently on this list.
hth,
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