Hi, Am 07.09.2010 22:48, schrieb DM_Julio Angulo:

Hi, can someone explain how OTRS send me a mail when a ticket escalates

the escalation messages are send by a generic agent, defined by config file. So first your OTRS-users crontab should contain a call for /bin/GenericAgent.pl >> /dev/null. Second, /Kernel/Config/GenericAgent.pm must not contain the disabled call of the escalation generic agent. Then your escalation messages should be sent... regards, Torsten Thau -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de