Re: [otrs] Prevent Escalation if ticket is locked

We have a set up to where a ticket that has gone 60 minutes or over without a response is escalated. Once an action item is made, the time is supposed to reset, but it seems to be keeping the tickets in escalated view regardless. I am looking for a different way to say ‘I am working on this ticket’ - one that actually keeps it out of escalation and one that preferably doesn’t involve opening the ticket first.