Hi,
We're still on an ancient version of OTRS (2.4.7) but I have a question about the Escalation.
When a ticket is in status closed and if a customer then replies to it after some time it will enter the 'open' state again but the ticket becomes escalated instantly.
Is this by design and/or anything we can do about this?
Thx,
Geert
Tickets are escalated instantly when they are reopened
Moderator: crythias