I have setup in GenericAgent.pm , cron is also running , I can see logs also. Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000044/267). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000053/268). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000062/269). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000071/270). However, it does not send any notification-email to the owner/group like NewTicket notifications, No escalation emails sent like First Response/Solution time. Is it bcoz ticket state is new ?? -- -------------------------- Darshak Modi Elitecore Tech.|India Support: 081 41 344 244 Cell: 09909008245