Hi, I have been using the GenericAgent.pm file to build specific escalations based upon the time a ticket has been in the system using TimeCreateTimeOlderMinutes. This works well when a ticket arrives with a normal priority and is escalated gradually up the priority list. However, I require each priority to have an escalation procedure and this is where the problem lies. For example a ticket comes into OTRS with normal priority. The escalation time for this priority could be 2 hrs. Using TimeCreateTimeOlderMinutes I can determine how long a ticket has been in the system and therefore escalate the ticket. But in this case an operator has seen this ticket after 30 mins and determines this is important and they manually increase the priority. This now causes a problem. Priority 4 has an escalation time of 1 hour ie anything that is in this queue for more than an hour needs to get pushed up the escalation queue. However, from what I am aware TimeCreateTimeOlderMinutes is based on the time it enters OTRS which means if the operator drops the ticket into priority 4 it may only be there for 30 minutes before it gets escalated. Is there anyway to calculate the amount of time has ticket has been in a particular priority. Regards, Dean