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',
        },
    },

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