osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Currently a ticket goes after an X period in alert.
It would be nice if we have 2 alerts..
1 - a ticket needs to be addressed within X period, this period will reset every time some staff/manager/admin changes the ticket from department, adds additional info, and so on...
(a staf based alert system for internal escalation)
2 - a overruling alert period that every ticket thats open for more than X days, gives an alert to everyone