Hi guys, I'm using otrs 2.3.4. I'd like to set up escalation to a Queue. I have tried to set it on "Escalation - First Response Time" and "Escalation - Solution Time". But in both cases, the system only shows a message at notification Area. I thing it should show only the escaleted tickets for the agents, but it shows all tickets and escaleted tickets notifications. Is it the way it should work? Thanks, -- Ronaldo Richieri (15) 8818-2009