OK so I looked around and found this behavior described in admin manual of
OTRS 2.4:
"If a ticket is escalated, no other tickets are displayed for the queue
containing the escalated ticket. The escalated ticket has to be locked
first. The escalation of tickets ensures that tickets must be consider
Hello,
in our company we have been using OTRS for several years. A long time ago
we have been using feature of it that basically brought in front each
escalated ticket and agents were unable to do anything else till the ticket
got updated. Now we would like to enable this again, but I am having rea
