I posted this to the OTRS user list initially, but maybe the dev list is a better fit. I'm planning to customize our ticket escalation criteria a bit. This sysconfig setting looks like exactly what I want. Ticket::CustomModule###001-CustomModule I'm trying to adapt some of examples here, but my code is being bypassed (though I see the setting in sysconfig). Does anybody have a working example? http://doc.otrs.org/developer/3.0/en/html/how-to-extend.html Hugh