Hello useful folks! We have four sections in our IT group and we've set three queues up for each section; 1 Day, 1 Week and 1 month with appropriate escalation times of 22 hours, 6 days and 21 days. However, many of our queries fall within 1 week to 1 month and if we put then in the 1 week queue, we'll get an early escalation. If we put them in the 1 month queue, we'll miss the escalation reminder. I don't mind items being in the 1 week queue and my team getting an early reminder but other Team Leaders do mind. Other than creating more queues, how else can reminders be set at the TEAM level; not the personal level; to deal with more specific time periods? The 'Pending Reminder' only seems to work for individuals who have the ticket locked. We're running OTRS 1.2.3 Any help appreciated. Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.