Escalate rule

[sl_christian]

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We use the escalate rule "not assigned to an user" as a reminder to look at the ticket again, if no users were assigned. But in some cases, we just mark a ticket as solved without assigning it to a user, if the ticket was just information and not a question. That works fine, but in the case where a ticket is solved without an user assigned the ticket escalate and send a notification.

My question is: What it be possible to avoid the rule to escalate if the ticket is solved/closed?

[Klemen]

Hi Christian,

I will reply to you via email regarding this shortly.