Hello,After upgrading to OTRS v2.2.1, all tickets that enter a specific queue for escalation after 15 minutes of not being answered are still showing up as if there have not yet been answered.
I have attached a screenshot showing this. In the screenshot, the ticket shows that the update time is over by 20 minutes, however, this email was answered. How can I get this to not show up unless the customer has send in another reply? Right now I have to set the ticket status to "Pending Auto-Close" because replying, adding a note, and changing the priority don't fix this.
It never did this in OTRS 2.1.7, it worked as it should have and expected. Any suggestions? Thanks! -Jeff
<<inline: OTRS Ticket Locked Tickets - Mozilla Firefox.png>>
_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
