Hi, I would like to know the exact escalation-mechanismn since v2.2. When are the timeouts for * ticket unlock * first response to customer * update to customer * response-time reset, when do they stop? What happens with the current timeout in case of * a queue-change with different timeouts within the new queue? * a follow-up? What happens if a timeout is reached? Only a red warning in the agent-gui or is it possible to sent a mail-notification? Can you analyse (stats) how many tickets were worked on within time? I'm looking for a really exact and complete answer to these questions since only then, I want to use the new escalation-mechanismn in productive environment. I didn't find answers for this in the official docs. I think the sub Kernel::System::Ticket::TicketEscalationState is the key to these answers... Any help appriciated. Bye, Alex