Hello Leonardo, I suggest to manage all notifications including for escalations in admin-console, ticket notifications (Event = NotificationEscalation and so on), please follow doc: http://otrs.github.io/doc/manual/admin/stable/en/html/administration.html#ad... Cheers Francis De: itsm [mailto:itsm-bounces@lists.otrs.org] Em nome de Leonardo Certuche Enviada: segunda-feira, 31 de outubro de 2016 17:49 Para: User questions and discussions about OTRS.; OTRS::ITSM User questions and discussions Cc: Cristian Cano Osorio Assunto: * EXTERNAL EMAIL * [itsm] question about recipients from escalation notifications 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