Actually, I have added all the queues in my Queues Preferences. I was suspecting this entry of GenericAgent.pm in otrs//Kernel/Config . This is what I have %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); The above is what I have inserted. Is there somewhere where I need to indicate the name of the queue? I'm new in this, please help. Regards ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of LQ Marshall Sent: Tuesday, February 10, 2009 2:17 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] OTRS escalation notification email My guess is you need to add the queue to your "my queues" list under the users preferences. LQ ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tamara B. Chikumbi Sent: Tuesday, February 10, 2009 3:38 AM To: User questions and discussions about OTRS. Subject: [otrs] OTRS escalation notification email Hi, I'm new to otrs as well as Linux. Please help me on how to get email notification when a ticket is escalated. I have tried genericAgent, notification and preferences but to no avail. But there is something I have noticed, Unlocktickets.pl is missing in the bin directory. What could be wrong, please help. Regards