Dear All. I have successfully implemented OTRS in an operational environment with a lot of feature. I am just encountering a single problem. I have set the escalation time to 24 hours, but after 24 hours a ticket escalates but a notification don't get sent to the agent via email. Email is working properly, as the agents are getting new ticket notifications. I have set all the notifications in the user preferences to YES. I read every where that there is a generic agent job exists to do the same. An example is also present in the GenericAgent.pm. But I am unable to understand how to use it. Has anybody practically implemented this feature?? Thanks for any help. No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.11.0/929 - Release Date: 7/31/2007 5:26 PM