Hi, I'm trying to send escalatio notification with GenericAgent. Moreover, at the same time I want to add a note and change the queue and the owner. The code is this: %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications MFC' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', Queue => 'Sin tratar', Owner => 'responsable', Note => { From => 'GenericAgent', Subject => 'Escalation!', Body => 'The ticket was escalated!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- ); I don't know what happening but I think that the code is correct, no? Regards Manuel Fernandez