Escalation after re-opened by customer

[jakecovert]

Good morning.

I have a ticket escalation question. I have my queue set to 1400 minute follow up.

When I have an older, closed successful, ticket get re-opened by a customer replying back (which is cool), for some reason, it automatically is escalated.

Is there anyway to set the "EscalationUpdateTimeStart" to be when the ticket is re-opened, rather than just when it was "first" created?

Let me know if this doesn't make sense.

Kind Regards,

-Jake

[wurzel]

Hi,

you need commercial addons for this. The ((OTRS)) Community Edition does not provide this kind of escalation.

regards
Florian

[jakecovert]

Florian,

Thank you for the reply.

Can I ask if this is by design? The point behind escalations is to make agents aware of when tickets haven't received the necessary attention. But when a ticket is re-opened, shouldn't some amount of time elapse, *before* escalation (or re-escalation) occurs? Just thinking out loud here...

Are you familiar with any commercial modules that might support this functionality?

Kind Regards,

- Jake