Hi everybody, I've configured GenericAgent.pm to send Escalation mails, when I use “notify all agents who can access the ticket with rw permissions” option all the notifications work very good but in order to differentiate the agents to reach them notifications I remove the permission "rw". When I apply the change at new ticket interface do not show me the agents that not have permission "rw" for assign the ticket. Anybody know how I can configure that all Agents (with rw or without rw permissions) be showing in in new ticket interface (new phone ticket) Saludos, MTIA José Alberto López Macías