Hi Gerald and anybody else who wants to offer a solution - I am continuing this thread here since the subject is more specific to the problem. I found that the closed tickets in escalation are not locked, however I found they are all related to a an issue months ago when we had a problem with duplicates - we ran a query that closed all these tickets (that were in escalation already) to ‘closed successful’. From the History tab, it doesn’t even say they were closed, so I can’t run a generic agent on closed successful, it does not pick them up. I have to query it by ticket first response time reached more than 3 months ago. This query (filter) captures all the tickets that are closed and in escalation that I want to move. The problem now is that I can’t seem to get them out of there without deleting them. Since the ‘Ticket Action’ in Generic Agent doesn’t allow for an update regarding moving a ticket out of escalation. How can effectively accomplish getting these tickets not to show as escalated? Thank you in advance! Leah