Im looking to auto update a tickets priority based on it being overdue or exceeding our SLA. I've seen some posts regarding this but its from 8+ years ago so I wanted to see if there was a surefire, most efficient way of doing this.
Or if we can just hard code it to set priority level to high after 84 hours that may be ideal/easiest. For some reason tickets arent being marked overdue after 84hrs. Im not sure if the overdue timer resets after a response but I want this priority change to go into effect right after 84hrs.
This isn't a feature in osTicket at this time.
SLA timers are affected by schedules. Admin panel -> Manage -> Schedules
