"Because
this overdue alert is triggered by end-user who hasn't reply for a
specified time and the system should remind him automaticlly, not just
let agent know this and let agent manually notify them. "This is not technically correct. Over due warnings are generated when a ticket isn't closed "in time". If the user hasn't replied in 2 days here, we close the ticket."Also,
I think the ticket should also been automatically changed
from pending to close status if the end-user hasn't responded for a
specified time (like 2 times of the overdue period?)"I agree.This has been suggested many times. :)