Hello OTRS list,<br><br>I wish the best for you all in this new year :)<br><br>I have the following question regarding escalation times on OTRS::ITSM:<br><br>When a new ticket is created, corresponding values for escalation_response_time, escalation_update_time, and escalation_solution_time are stored in the ticket table. Once the ticket goes to a closed status, these three values become zero. I would like to keep these values after the ticket is closed so we can include them in our reports. Is it possible?<br>

<br>Thanks million,<br><br clear="all">Leonardo Certuche<br>