Hello, I am currently installing OTRS ver 1.3.2 at my office for internal use. We found this software great, and had very few problem during installation. We are currently tuning it for our internal use and creating our own template. However, I did not find informations on the documentation or config file about the following problem : When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues. The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible. Thanks for your help, Greetings Léonard Wauters.