I have a working crontab to run at whatever intervals I want and automatically call Ticket:(); and it flags tickets and alerts by email based on the config settings. I prefer this than using Autocron as it could be overdue long ago and not triggered, especially in a small support team environment.
Here's what i got so far :
<?php
( isset($_SERVER) ) && die("Access Denied. Run from cron only");
include("../main.inc.php");
<USERMENTION username="set_time_limit">@set_time_limit</USERMENTION>(0); //useless when safe_mode is on
require_once(INCLUDE_DIR.'class.cron.php');
Cron:(); //Fetch mail.
Cron:(); //Age tickets
?>
I get emails now even when no user is using the system.
my crontab looks like this.
*/30 * * * * apache cd /var/www/ticket/scp/;/usr/local/bin/php /var/www/ticket/scp/cron.php
(cron.php being the script shown above and the ticket paths based on my server).
now, I will look into making my own settings for each level (ie email on overdue unassigned ticket, then assigned but no action/reply, then last reply too long ago, then overall open ticket too long...etc
this is still in the thoughts of how i will add them in. don't really want to alert the current tables or create new ones quite yet..
any suggestions/ideas are welcome.