My agents can move tickets from one queue to other queue. I have also set the escalation time properties for the tickets in every queue. I want that when a ticket is moved to a new queue by an agent, its solution time is reset and counter restarts again. How's it possible ??? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.13.30/1030 - Release Date: 9/25/2007 8:02 AM