On Friday, July 23, 2004 7:55 PM Marshall28 wrote:

When is the escalation time on a ticket reset? Is this when a user takes ownership or the owner views(zooms) the ticket? What has to be triggered for a tickets escalation time to be reset?

This time is never reset, but calculated on the fly, taking into regard all tickets which aren't in the state of Answered and aren't locked. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388