Reopened tickets escalating

[flippertom]

2nd escalation happens in 24 hours. If a new ticket is closed immediately and reopened after 24 hours, directly and immediately the 2nd escalation is triggered.
I'm not able to understand this behavior and what is controlling it.

Any pointers would be appreciated.

[EXG133]

Are you using the basic queue escalations (like Escalation - solution time (minutes)) ? This uses the ticket creation date and the offset you defined in the queue definition, nothing else. One of the reasons you shouldn't reopen tickets

[flippertom]

The offset has not been defined in the queue but has been defined with the priority. What you said applies here anyway, I guess.
If solved/closed state is put in the list of states for suspending escalation, will it help the case?

[crythias]

You'll have to talk to whomever is implementing escalation suspend, because that's not in core OTRS.

But on another hand, reopening the ticket is verifiably indicating a violation of the SLA. If it shouldn't have been closed, it's not in hold time, it's in non-fixed time.