Escalation only if nothing has happend to the ticket

[poncho]

If I'm understanding the escalation options correctly, the first escalation starts if there is no answer to the ticket. But is it possible to start an escalation only if there was no progress to the ticket. If the agent adds a note or the ticket is a process ticket and the activity has changed, then the escalation should not start. Is this possible somehow?

[wurzel]

Hi,

not with ((OTRS)) Community Edition. You need additional (commercial) Addons.

regards
Florian