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~

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