Ticket Escalations – Queue Based Escalations - only one time

[peo]

HI

I have set up Queue Based Escalations, I have set the Escalation – update time, and I am getting the tickets in escalated view if no agent is updateing the ticket.

BUT is itpossible to only get the escalation one time pr. ticket?
- if the agent has updated the ticket I do not want to see the ticket escalate again.

Kind regards
Per

[crythias]

Note that a *note* doesn't count as an Agent having updating the ticket. The Escalations are for [human] contact with customer. Outbound phone or reply counts.