Restart of ticket solution time

[Jill Meyer]

Hi folks,
I have defined Escalation - Solution Time for tickets in dedicated queue. This is working fine, but sometimes the customers do send a follow-up with new requirements so that we have to provide 'another' solution then initially requested.
Of course the ticket will escalate as we could not solve in the defined time. Question: How can we reset the "escalation time" in case the customer does send a follow-up?

Thanks,
Jill

[crythias]

You can't by default (requires programming). Among other ways is to set closed tickets to make new tickets (follow up new in the queue settings). That won't help with adding time between tickets, though.