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PENDING STATUS: Time Limit
Regards.
Today, when we change the status of a ticket to PENDING, the ticket will remain in this state indefinitely, and the SLA timing is also stopped.
a) Is there any way to set a time limit for the ticket stay in PENDING status?
b) Is there any way to receive an alert notification email when the timeout achieve a metric, before the ticket out of the status PENDING (SLATICKET style)?
Сервис поддержки клиентов работает на платформе UserEcho
This would be nice, I'd also suggest to have an automatic action to solve pending tickets after a pre defined time.
Another idea would be interesting; If the user adds a follow-up message, the status is automatically changed to active (action required by the technician)
https://github.com/glpi-project/glpi/issues/2246