I'm using the latest stable osT, and noticed only a single overdue email was received, however, the ticket remained untouched for several more days. Our only SLA Plan is 12hrs, and I was expecting (hoping), an overdue email would be received for each 12hr window the ticket remained open.Can someone please elaborate on the current SLA Plan functionality? In essence, I was hoping it would help remind our technicians of the open tickets without them having to login to the Helpdesk website all the time.