I understand New means when ticket comes the state is New.

Closed Successful  means closed by agent/customer.

But Once ticket is Closed, there should not be escalation notifications coming to agent.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: 15 March 2013 PM 12:12
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket Escalation

New and closed successful are mutually exclusive states.

On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.modi@elitecore.com> wrote:

Hey guys,

May be this a silly question, but I am evaluating OTRS and  I am not technical that strong.

I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful.

Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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