I am using OTRS 2.1.6 I have the escalation time for a queue set to 60 minutes.
So when a new ticket is open, it will be escalated after 60 minutes if not handled. The problem is that when the ticket is answered by agent, the escalation time is reset to 60 minutes. How can I change the escalation time if the ticket is answered, for example keep it 60 minutes after it arrives & is not answered, but change the escalation time to 24 hours if it's answered & the customer doesn't answer. Thank you
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