KACE Product Support

Hello,

It has come to our attention that all tickets are being escalated within the 24hrs correctly, however, the only way it appears to stop it from escalating is to change the Status of the ticket from New to something else.  According to what I have read, any changes to the tickets are supposed to stop the escalation of the ticket; a note added, changing of the owner, changing of the due date.  These do not stop the processes only the change in the Status.  Has anyone else come across this issue and if so, what did you do to fix it?