Apologies if this has been asked and answered but I couldn't find anything relevant. I am successfully implementing OTRS 2.4 but I don't receive escalation emails. I also asked the question about the escalate by % - what does this actually do? Thank you and again - apologies if it's already been asked. One Call Insurance Services Ltd - Registered Office 88-90 St Sepulchre Gate, Doncaster. DN1 1SD. Registered in England No 04693136 Telephone: 0871 2828888 Fax: 01302 321191 Authorised and regulated by the Financial Services Authority for general insurance business. You can check this by visiting the FSA website at www.fsa.gov.uk/register Our FSA firm reference number is 302961 for important information about the company please refer to www.onecalldirect.co.uk Confidentiality Notice This electronic transmission (and/or documents accompanying it) may contain confidential information belonging to the sender. The information is intended only for the use of the individual or entity named as the recipient. If you are not the intended recipient you are hereby notified that disclosure, copying, distribution or the taking of any action in reliance of the contents of this information is unauthorised and strictly prohibited. In this instant, please therefore destroy the same and notify the sender immediately. E-mail communications cannot be guaranteed to be secure or error free. Anyone who communicates with us by email is taken to accept these risks. Disclaimer added by CodeTwo Exchange Rules 2007 http://www.codetwo.com