Hi everyone,

 

I have an escalation issue which I don’t understand, I hope someone can give me a hint.

 

I have an escalation time of e.g. 24 hours. I get a ticket, I reply to it and thereby set the state to closed. A year later someone replies to this mail. The ticket is open again and immediately escalates. Why? I would expect to get a fresh 24 hours.

 

Mit freundlichen Grüßen / With kind regards

 

Axel Christ