Hi All , It seems that if a ticket is escalated , and you move it into another queue , the escalation is set back to zero.Is there a way to keep the escalated time on a ticket , even if such a ticket is moved? Just want to prevent agents from moving escalated tickets to circumvent the system? P.S Will probably be asking lots of questions like these , as we are implementing OTRS (great system btw!) the following 2 weeks :) -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie@verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognis(z)e a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------