Dear all, i stumbled across i problem when trying to move "new" and "open" tickets that are escalated from one queue (foo) to another (bar). I setup a GenericAgent: # [name of job] -> upstairing mechanism 'upstairing mechanism' => { # job applies to tickets which: Queue => 'foo', States => ['new','open'], Escalation => 1, # new ticket properties New => { Note => { Queue => 'bar', From => 'Upstairing Mechanism', Subject => 'Ticket Moved!', Body => 'Moved to get the Customer satisfied', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, The Problem i'm stuck with is that the Job itself is running wonderfully for all escalated Tickets in Queue "foo", but the Filter on States => ['new','open'], just doesn't seem to work (although the filter is mentioned in GenericAgent.pm.examples), i always get all escalated Tickets, even if the're in pending* States. Expected behaviour: Move all escalated Tickets in Queue "foo" with States "new" or "open" to Queue "bar". Leave all other Tickets untouched. I am using OTRS 2.4.12 on Linux. Any hint appreciated ... cheers, ffe