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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.

Thanks,
Shamly

Comments

  • shamly;19912 said:
    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.

    Thanks,
    Shamly


    cron is a job scheduler for unix/linux - see here http://en.wikipedia.org/wiki/Cron

    your acronym is cute, but its not what its for.
  • Overdue alerts

    what are the working days for overdue alerts. Can we configure it from MOn to Friday as working days? and then based on the SLA ticket is overdued.
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