The OTRS manual says: "Please also review the escalation notification recipient settings and see if they match with your expectations (agents who have the ticket in one of their custom queues vs. all agents with read permissions). " I want the former -- "agents who have the ticket in one of their custom queues" This was configured via a setting in the file Kernel/Config/GenericAgent.pm (now obsolete) previously and can now be controlled via the GUI for each notification separately But where can I find this setting? Running OTRS 5s here. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155