osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
SLA Overdue Emails - How do they work exactly?
I'm using the latest stable osT, and noticed only a single overdue email was received, however, the ticket remained untouched for several more days. Our only SLA Plan is 12hrs, and I was expecting (hoping), an overdue email would be received for each 12hr window the ticket remained open.
Can someone please elaborate on the current SLA Plan functionality? In essence, I was hoping it would help remind our technicians of the open tickets without them having to login to the Helpdesk website all the time.