Generic Agent is not working for escalates email

[atit]

i used Generic Agent from Config file.

My understanding is that : -

i have set escalation times in queue :

Escalation - first response time (minutes): 5mins -- when escalated time is expired. it is escalates email notification in new state of ticket of the specified queue.

Escalation - update time (minutes): 15mins -- when escalated time is expired. it is escalates email notification in every state of ticket of the specified queue.

Escalation - solution time (minutes): 1440 (1day) -- when solution escalated time is expired. it is escalates email notification of ticket of the specified queue.

Scenario 1:Ticket is escalated email notification in new state when its first response escalation time is expired. but it is not escalate email notification in open state. when its update escalation time is expired.

Scenario 2:Ticket is not escalates email notification in new state before first response escalation time is expire means that ticket is now open state. but it is escalate email notification open state.when its update escalation time is expired.

i want to escalates email notification in both and every state of the ticket.

Can you Please reply me as soon as possible...

Thanks in advance.

OS : WinXP
OTRS : 3.0.10