can't believe how much trouble i'm having sending notifications to agents when a ticket is escalated in his/her queue. I have no problem sending email notifications when they receive a new ticket, but I've spent countless hours configuring genericagent.pm... generic agent via the frontend.. and cannot get OTRS to send emails when a ticket has been escalated. I'm using OTRS 2.1.7.... windows flavor ( you can crucify me later :-p ) What am i doing wrong? I've added the following code to the genericagent file in C:\OTRS\otrs\Kernel\Config %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, _________________________________________________________________ Your smile counts. The more smiles you share, the more we donate. Join in. www.windowslive.com/smile?ocid=TXT_TAGLM_Wave2_oprsmilewlhmtagline