Hello there, I remember in older versions of OTRS, Escalation notification recipients were governed by any of the following two text-based configurations: # notify all agents who selected the queue in "my queues/custom queues" Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who can access the ticket with rw permissions Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', Now it seems like the GenericAgent has nothing to do with this and instead there is the following path: Kernel::System::Console::Command::Maint::Ticket::EscalationCheck But it does not allow to define who will be the recipients of the escalation notification. Does anyone know where can this be set in OTRS 5? Regards, Leonardo Certuche