I have modified genericagent.pm so that i'm supposed to receive an email when a ticket in myqueues has been escalated. Unfortunately, according to the documentation, I do not have an option in Agent preferences to turn on escalation email notifications. How do I turn this on?! Greg _________________________________________________________________ Get a FREE small business Web site and more from Microsoft® Office Live! http://clk.atdmt.com/MRT/go/aub0930003811mrt/direct/01/