Hello everybody, As of OTRS 2.0.4 something in the Escalation Behaviour changed, in v.1.3.x the Field .ticket.ticket_answered was set to 1 if a ticket was answered. If a ticket reached the EscalationTime it escalated only if the mentioned value was not 1. In my actual Installation it happens that when an Agents answers a Ticket, no changes are made to .ticket.ticket_answered. Even if i UPDATE this Field to 1 manually the ticket is going to escalate. Can anybody reproduce this or am i having problems with my particular installation ? If this new behaviour is a "Feature", not a Bug, does anybody know how i can get OTRS to not escalate answered tickets ? Any help would be appreciated. best regards franz f.