osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Client Response Overdue Notification
I understand that at present if you set `Enable cron call on staff's activity` it will send mails when the staff member has not replied to a ticket within a given period of time.
I am in need of the following additional set of features
- admin to set default grace period for customer replies
- any staff member to be able to overide this default setting when replying to a ticket
- notification to be sent to the assigned staff member when grace period has epalsed
Let say one of the clients said that they will reply back to the company in 1 weeks time regarding some clarifications. Then the staff member to whom the ticket is assigned, sets a reminder date 1 week from now. If the client did not reply after 1 weeks time, the system will automatically notify the staff member so he/she can send a mail to the client reminding them of this.
I would appreciate is someone would let me know what files need to be changed in order to make this mod work.