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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Overdue Ticket Suggestion

Currently, I am informed that the Overdue Ticket notification only goes to staff... Since the staff is not the only folks that need to be reminded that the response is overdue, it would be great if the user were notified if we are waiting for their response.

Thanks
Al

Comments

  • sort of like...
    informing the user that his/her SLA has changed?

    or that the ticket is just overdue?
  • I would think this would just be a matter of editing the alert process. You would just need to add a recipient to the generated email.
  • tong2x;45107 said:
    sort of like...
    informing the user that his/her SLA has changed?

    or that the ticket is just overdue?
    The latter... ticket is overdue
  • I have to agree with the above.
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