"Update Time" SLA reset trigger stopped working

[Gabor]

Hi,

I am working on mapping the company's SLA-s into OTRS but a strange thing happened: "Update Time" SLA reset trigger stopped working
It was working before I mean if I sent a test-reply from the customer interface or in e-mail it stopped the update time sla immediately.
Now you cannot stop it whatever you do. I tried many combinations like sending template answer and then replying on that but it is just locking the ticket (how that can be disabled btw?) but not reseting the 'Update time' it is still there and keeps counting. First response and Solution time triggers are working ok.