Client Response Overdue Notification

shamly

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

btard

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.

Neha

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.