when update time is reached?

[leocertuche]

Hello there,

According to http://doc.otrs.org/2.4/en/html/x1184.html, update time for tickets is reached in the following conditions:


Escalation - Update Time: If there is an article added, such as a follow-up via e-mail or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated.

Even though, after adding external notes, triggering notifications to the client or even recieving an update from him, the update time keeps showing on the screen.

Any explanation about this topic is more than welcome

Thanks,

[leocertuche]

Hello,

Any help on this? I'm sure some of you guys know the answer!

Thanks million,