Ok needed to clean this thread up. Currently I am attempting to change the state of my ticket which will allow me to send a Notification to my customers. For some reason the state just is not changing. I create a ticket with a predefined subject "Service Outage Notification", and a pending date of the date I want the notification sent out. I created a generic agent with the following rules; Generic Agent is set to update state as follows Subject = Service Outage Notification Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" (also tried before 5 minutes) Ticket Action Set new state = in process The filter never seems to get triggered, I have looked through the logs and nothing :( . I justy noticed under the create ticket there is a "next ticket state" could this be something I need to switch to in process? I don't see the new state "in process" in there but I am sure I can added through ADMIN. Thank you, Garabed Yegavian