My guess is you need to add the queue to your "my queues" list under the users preferences.
 
LQ

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tamara B. Chikumbi
Sent: Tuesday, February 10, 2009 3:38 AM
To: User questions and discussions about OTRS.
Subject: [otrs] OTRS escalation notification email

Hi,

I’m new to otrs as well as Linux. Please help me on how to get email notification when a ticket is escalated. I have tried genericAgent, notification and preferences but to no avail.

But there is something I have noticed, Unlocktickets.pl is missing in the bin directory.

What could be wrong, please help.

Regards