I understand New means when ticket comes the state is New. Closed Successful means closed by agent/customer. But Once ticket is Closed, there should not be escalation notifications coming to agent. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 15 March 2013 PM 12:12 To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket Escalation New and closed successful are mutually exclusive states. On Mar 15, 2013 1:12 AM, "Darshak Modi" wrote: Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake? --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs