Hi, we have an installation with one 1st level support queue and several 2nd level queues. If 1st level cannot answer the ticket they will move the ticket to one of the 2nd level queues. Depending on the ticket content. What we would like to have is an automatically action to move the ticket back to the 1st level queue if the guys from the 2nd level don't handle the ticket within 2 days. I thought that this should be possible with the generic agent, but in the generic agent configuration - I can just see the default queues like Junk, Spam, Postmaster, but not my own ones. - I don't see any possibility to filter for tickets with '2 days without action'. Does anyone has an idea how to get this working ? Thanks, Niels Kueck. -- 5 GB Mailbox, 50 FreeSMS http://www.gmx.net/de/go/promail +++ GMX - die erste Adresse f�r Mail, Message, More +++