RE: [otrs] Email notification when ticket is escalated

The Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue module just takes the agents which the selected escalated queue.

That's all I needed to know. Thanks.

If you want to notify any agent who is able to work (rw) on the ticket, then you need to write a own GenericAgent module like this one.

I can do that. Perl is fun! Regards, Tyler