Hi I have set the job as #Consumer Support L1 'move escalation ticket to experts and execute Consumer Support L1 Card' => { # get all tickets with these properties Queue => 'Consumer Support L1::Card', Escalation => 3, # new ticket properties New => { Queue => 'Support::Operations::Operation Escalations', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id # CMD => '/path/to/your/program', }, }, then running the GenericAgent.pl in cron job for 5 minutes IN GUI i have setup the Escalation - First Response Time: 3 Minutes (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) t But the tickets are getting escalated based on the cronjob only, is there any way i can setup the First Response set time? please guide me