Fixes #3551 - First response doesn't get solved after answering and state change to pending reminder.

lib/escalation.rb

@@ -39,7 +39,7 @@ class Escalation
   end
 
   def calculatable?
-    !escalation_disabled? || preferences.close_at_changed?(ticket)
+    !escalation_disabled? || preferences.close_at_changed?(ticket) || preferences.last_contact_at_changed?(ticket)
   end
 
   def calculate!

lib/escalation/ticket_preferences.rb

@@ -3,7 +3,7 @@ class Escalation
     KEYS = %i[escalation_disabled
               first_response_at last_update_at close_at escalation_at
               sla_id sla_updated_at
-              calendar_id calendar_updated_at].freeze
+              calendar_id calendar_updated_at last_contact_at].freeze
 
     attr_reader :hash
 
@@ -39,6 +39,10 @@ class Escalation
       @hash[:close_at] != ticket.close_at
     end
 
+    def last_contact_at_changed?(ticket)
+      @hash[:last_contact_at] != ticket.last_contact_at
+    end
+
     def property_changes?(ticket)
       %i[first_response_at last_update_at close_at].any? { |elem| send("#{elem}_changed?", ticket) }
     end
@@ -60,6 +64,7 @@ class Escalation
         first_response_at:   ticket.first_response_at,
         last_update_at:      ticket.last_original_update_at,
         close_at:            ticket.close_at,
+        last_contact_at:     ticket.last_contact_at,
         sla_id:              sla&.id,
         sla_updated_at:      sla&.updated_at,
         calendar_id:         sla&.calendar&.id,

spec/lib/escalation_spec.rb

@@ -67,6 +67,14 @@ RSpec.describe ::Escalation do
 
       expect(instance).to be_calculatable
     end
+
+    it 'true when response to ticket comes while ticket has pending reminder' do
+      ticket.update(state: Ticket::State.find_by(name: 'pending reminder'))
+
+      without_update_escalation_information_callback { create(:'ticket/article', :outbound_email, ticket: ticket) }
+
+      expect(instance).to be_calculatable
+    end
   end
 
   describe '#calculate' do

spec/models/ticket/escalation_examples.rb

@@ -65,6 +65,17 @@ RSpec.shared_examples 'Ticket::Escalation' do
         expect(ticket.close_diff_in_min).to be_nil
       end
 
+      context 'with first response time resolved by answer + state pending reminder' do
+        before do
+          ticket.update(state: Ticket::State.find_by(name: 'pending reminder'))
+          create(:'ticket/article', :outbound_email, ticket: ticket, created_at: '2013-03-21 09:45:00 UTC', updated_at: '2013-03-21 09:45:00 UTC')
+        end
+
+        it 'does set first_response_diff_in_min' do
+          expect(ticket.reload.first_response_diff_in_min).to eq(45)
+        end
+      end
+
       context 'with first response in time' do
 
         before do