[otrs] OTRS 2.2.1 Ticket Update...

[Jeff Shepherd]

Hello,
After upgrading to OTRS v2.2.1, all tickets that enter a specific queue 
for escalation after 15 minutes of not being answered are still showing 
up as if there have not yet been answered.

I have attached a screenshot showing this.  In the screenshot, the 
ticket shows that the update time is over by 20 minutes, however, this 
email was answered.  How can I get this to not show up unless the 
customer has send in another reply?  Right now I have to set the ticket 
status to "Pending Auto-Close" because replying, adding a note, and 
changing the priority don't fix this.

It never did this in OTRS 2.1.7, it worked as it should have and expected.

Any suggestions?

Thanks!

-Jeff
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