Hello all, I have been trying to use the generic agent to change the queue of escalated tickets. In order to do so, I've been editing GenericAgent.pm as it says to do in the manual. I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that my coding is correct. However, even when I save my changes to GenericAgent.pm, the file doesn't turn up on the Web user interface for the admin. This is the code I have: ========================================================== # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications 'Send Escalated Tickets from Level 1 to Level 2' => { Queue => ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'], Escalation => 1, # new ticket properties New => { Queue => 'Level 2', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ========================================================== I have also tried taking the exact example that they have in GenericAgent.pm and removing the comments in front of the code lines and I still don't get anything, so I don't think that syntax is the error. Anyone have any ideas as to what could be causing my troubles? Thanks so much, Amanda