[otrs] Setting up escalation notifications via Generic Agent

According to the documentation at OTRS.org it's possible to send escalation notifications via the Generic Agent. I do not see an option in "state" that says "escalated" or see where I can choose escalated as an option to flag tickets for generic agent. Can someone point me in the right direction? I am using OTRS V2.1.7 on a Windows XP box. I can successfully get OTRS to send mail to recipients, just can't figure out how to send escalation emails. Any help would be greatly appreciated. ~Greg~ _________________________________________________________________ Windows Live Hotmail and Microsoft Office Outlook – together at last.  Get it now. http://office.microsoft.com/en-us/outlook/HA102225181033.aspx?pid=CL10062697...