[otrs] documentation of escalation?

I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550