[otrs] Help me understand escalations!

Hi All, I'm having a hard time undersanding escalations.... Here's what I envision with escalations, maybe the problem is here.. Trouble is reported via email by customer.. if no one answers the email in 2 hours, I want a periodic nag (escalation) if the email is anwered OR locked, no escaltion will ever be sent, unless the lock expires and it sits around in the queue.. This is how I thought it worked.. but now I see locked tickets with escalations counting down. Am I missing something? Help! -Brett