[otrs] Force user to update escalated ticket first

Hello, in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated. Now we would like to enable this again, but I am having really hard time remembering what needs to be enabled to allow this behavior. Could someone help me with this? Thanks WIth regards Branislav Brna