On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote:
In particular, why does escalation restart the counter when I have already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS versions escalation does only start if a customer sends a new ticket or a followup. This behaviour is also described in the docu.
Escalation should be disabled upon reply, until the customer updates the ticket.
Yes, this is the case with the actual OTRS version :).
Jo Rhett
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