I have a mod for this... I think
I changed the 'overdue' function to work more like... 'stale' which made more sense for our purposes.
Logic goes like this...
- IF ticket has been responded to by staff... it's good
- IF ticket has not been responded to by staff
AND
IF the last message from the requestor is older than your 'overdue' time
THEN mark as overdue
Which means if you reply to a ticket that was overdue... it will check and unmark it overdue.
It's a fairly big change from the way 'overdue' works in ost by default... about the only thing I kept was the time configuration. Is that what you were looking for or not?
I have a whole slew of mods I am trying to break up and post on this forum but it's hard to slot some time to do it (should have done it one by one as I was making the changes).