On Thu, Apr 12, 2007 at 03:35:27PM -0700, Jo Rhett wrote: >In particular, why does escalation restart the counter when I have >already replied to the customer?
This was a wanted behaviour of OTRS versions <= 2.1.6. In later OTRS
versions escalation does only start if a customer sends a new ticket or
a followup. This behaviour is also described in the docu.
>Escalation should be disabled upon reply, until the customer updates
>the ticket.
Yes, this is the case with the actual OTRS version :).
>Jo Rhett
-- Christian
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