- Used Zammad version: 5.1.1
- Used Zammad installation type: ( apt install zammad …)
- Operating system: Ubuntu 20.04.4
- Browser + version: Chrome
Good morning everyone,
i have the following Problem:
i configured SLA for all Groups and the Ticket should escalate if no response from agent after 40hours. (1 Week) and the Ticket State is open.
Now i use the waiting for option that the Escalation dont trigger during iam waiting for a customer response. But after the Customer answered the State is open again and the Escalation triggers if the ticket is older than 1 Week.
How can i change that?