For support tickets from customers we set them to Stalled while waiting for feedback, and then autoclose them after 7 days. I was chatting with a customer the other day and he asked if we could send a reminder before we closed the ticket.
After a bit of tinkering I couldn’t find a trivial way to do this and to record the outbound message as a transaction, so I wrote a new RT::Action based on RT::Action::RecordCorrespondence which will leave the LastUpdated as the previous setting. It is currently only available here: https://github.com/catalyst-cloud/RT-Action-SendReminder
I’ll do a bit more testing over the next few days, but initial results do what I want.
The use case would now be when LastUpdated = ‘5 days ago’, send reminder. Then when LastUpdated <= ‘9 days ago’ close the ticket (but only on weekdays).
If there’s an easier way, I’d love to hear it.