Hi, First of all, congratulations to the OTRS developers...it's an excellent tool ! Can somebody explain me how to set up an email notification of escalated tickets to every agent of the ticket's queue? I've tried the examples (configuring the GenericAgent.pm) file but that doesn't work. I've also tried configuring the job with the webinterface, but that doesn't work neither. What have I done on the webinterface: 1. First created a job via the webinterface 2. At the bottom (module textbox) I filled in : Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue 3. Underneath (params section) : Escalation => 1 The tickets that are affected are all the tickets with "Escalation" enabled and not only those past the escalation date. Thanks in advance ! Dimitri