Hello all I am new to OTRS so please bear with me if this is a silly question! When configuring a new queue, I can see options for escalation - first response time and escalation - update time. My understanding of this is that if an agent does not respond to or update the ticket within the time specified in these options, he will get an email notification or reminder that the ticket is awaiting solution. Is this correct? If yes, then could you also let me know to whom the notification is sent? Does it go to all the members of the group that the queue is linked to? Example: If the queue ABC is linked to group users and a new ticket comes in today with escalation->first response time 24 hours, then if there is no response to the ticket within 24h, OTRS will send a reminder to all members of the users group. Is this right? My second question is: if as admin I add new agent accounts to OTRS, there is currently no email confirmation of the same sent to the agents. Is there a configuration option in OTRS so that it will send a notification or confirmation whenever a new agent account is added? Many thanks in advance, Vikram