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Escalation management

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
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