Subject: Stalled Tickets

I am interested in setting up RT to email a user after their ticket has
been stalled for more than 24 hours. I’d like it to email them every 24
hours letting them know that their ticket is waiting on a response.

Use rt-crontool to call rt-remind

Alter rt-remind to email owner on status stalled. The code is simple enough
for a non-programmer to make these changes.

they respond I’d like for the ticket to revert back to “open”.

RT does this by default, no?