Hi folks, While tweaking the queues hierachy to suit my needs, I've started testing the escalation process. The problem I'm having is the way this is done. If I understood correctly, the escalation is done by the time set on the queues. So once the time spam is passed, it should escalate.. Also I have to create a GenericAgent task to notify the folks about the escalation event as well as to move the tickets to the next queue on the escalation process. Here is my problem: I want to move all the open tickets not yet locked by an agent using a 15 minutes interval on some queues. Also I've thought the escalation process would move the ticket to the parent queue without creating a task. Am I on the left filed on this. ITOH nothing about the way escalation works was found on the doc's. Could you guys point me on the right direction .. TIA -- Adriano Amaral Network Administrator --