Hi, I have set the queues to an escalation time of 48 hours (unlocked after 24). As there usually is nobody around in the office during the weekend, I am afraid that first thing on each Monday the system is locked up with escalated tickets. From what I read OTRS does not support time-based escalation. What I thought of next was using the GenericAgent.pl and to have it run on Friday evening and to change escalation times to Monday. Unfortunately the documentation of GenericAgent.pm is quite limited to a few examples and I hope that it allows to do more than just move, close and delete tickets. Does anybody know if it is possible to retrieve the escalation times of open tickets in an easy fashion and to extend it? TIA for your answers. With best regards / Mit freundlichen Grüßen Daniel Seifert