No escalations after pending state

[TitovLab]

Hello.

OTRS 5.0.17.
After setting a "pending reminder" state on a ticket all escalation timers stops.
But after the pending reminder time is reached all escalation timers do not start untill state changed to another.

OTRS can sent notify on pending reminder time and we use this feature to notify the owner.
But without escalation other agents see ticket which triggered a reminder too late (for example if owner gone for lunch).

We can use two workarounds but they are very poor:
1. Via Generic Agent change state to open and lose reminder time (we can find it in history or in notes, but this is not a good idea)
2. Sent notify on pending reminder time to all agents, but it will generate many odd emails.

Such behavior at all? It can somehow fix it?

[nedmaj]

Are you using any add on to stop escalations for pending tickets? Just asking because the behavior you mentioned is not the default. OTRS does not stop escalation for pending tickets.