The intention of those timers is totally different and it is actually the wrong way to say you need one of both as both may be used parallel. Ticket in state “pending reminder” where the reminder date/time is not reached are hidden from the dashboard. They are considered as not interestingly at the moment because you wait for something, while tickets within the escalation time are still required to be handled to make sure you don’t breach the agreed and maybe contracted SLA. On 22.03.2014, at 19:26, Leah Kelly wrote:

I just need guidance and more information on best practices regarding set-up on escalated and reminder tickets.

You may have a look at our best practice editions! http://www.otrs.com/solutions/business-solution-best-practice-edition/ -- Cheers, Nils