[otrs] Escalation time for Queues

Hello, Now it is so, that we set up an escalation time for our ticket queues and if an employee doesn't answer one of his tickets within this time, it escalates. That's how it should work, i guess. But now it would be fine, if this employee could say "Resubmit this ticket after x minutes and don't block the ticket system in this time" or "Extend the escalation time to xy minutes". Is that possible to implement? Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de