Q: Like, if I get a "this ticket is old" notification, and then I open the
ticket, review it, maybe even respond to it (or not if I just recently
did), then it should be kicked back into a "no longer old" status
shouldn't it?A: No. SLA is Service Level Agreement. You have X amount of time to resolve the issue. If you do not then you have broken your SLA... Q: So then after the SLA times passes again it would trigger another stale notification..??A: No. That's not how SLA's work..Q: Maybe there's another term besides "stale" I should be using for that
scenario and then there would be a way to setup such a notification..??A: Nope. osTicket only has SLA's for that sort of thing.