If you're going to use note-external, why not simply reply? (if it's because "not the locked owner" can't reply, you might want to enable the "responsible" feature so there are two eligible agents to reply) .

On Wed, Mar 30, 2011 at 12:51 PM, Paul Taylor <pcsguy@gmail.com> wrote:
Anyone know a way to extend the escalation update time when you add a note-internal or note-external?

It appears the only two ways to update escalation update time is either use email-external or phone. I'd like to add note-internal and note-external.


>From OTRS:
Escalation - update time (minutes):
If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated.

Thanks,
Paul
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