I would like to be able to send an automatic notification if a request has no response for X hours (the hours must be configurable).

Example 1: No end user update

- Requester opens a request

- Technician responds to request for more information

- Requester does not respond

- If the requester does not respond within 48 hours, a notification is sent to him:

"Hello $Requester,

We have not had a return on this request in the last 48 hours. We look forward to your return to proceed. "

(notification template must be configurable)

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Example 2: No technician update

- Requester opens a request

- Technician responds to request for more information

- Requester responds with requested information

- Technician does not reply the ticket

- If the technician does not respond within 48 hours, a notification is sent to him:

"Hello $Technician,

The request $RequestID is waiting for your update."

(notification template must be configurable)