[REQ] Reminders for Tickets

[vellocet]

I noticed this topic brought up last year, and was hoping enough time passed to get this implemented.

I thought it would be nice to have some kind of automatic reminder emailed to the operator if the ticket has not been updated in a certain amount of time (the time of which could be edited) based on the priority of the ticket

Or something of the sort, e.g. an email when a ticket is not closed in a certain amount of time, following the "status" logic?

We are growing, and operators do not always keep up with their tickets, and faced with hundreds of tickets, sometimes cannot keep up, and of course, it would be too easy to simply check your tickets every day- not happening:) Anyway, it would be nice to have. Thanks for a great product.

Edit by Sparky:  Thread title edited to conform with posting rules.

[Sparky]

As a practical matter, this cannot be done.  CGI/Perl programs are not "running" in the background... constantly checking the age of each open ticket or doing anything else.  They only execute when users and operators click on something specific.

"Cron" can be used depending only if the hosting account allows such things.  Only then can a program be executed on a recurring schedule.  But you'd have to write a custom TTX module that searches all open tickets, determines their age since update, and send email as required.

I don't think there's been any demand for such a feature because you can easily look at your ticket browser and see the age of all open tickets in front of you.

Please read the sticky threads and observe the posting guidelines of this forum.  Thanks.   

[bmj]

I thought it would be nice to have some kind of automatic reminder emailed to the operator if the ticket has not been updated in a certain amount of time (the time of which could be edited) based on the priority of the ticket

What OS (Windows?  Unix?) are you running?  What edition of TTX (flatfile?  mysql?  MSSQL?)?

If Unix, I have some utilities that will help.