Whilst the new version of the product allows for a scheduled status change when setting a status, I was would like to suggest an elaboration on this:
A setting which allows me to select one or more status's to be changed from the current status to Open (or a selectable status) after a certain time has passed and then also notifies the technician.
We have a status called Awaiting Response which we set the request to once we have requested more information from the requester. I want Awaiting Response to
automatically change back to Open after 2 working days and email the Technician which will prompt them to follow up the request again or action this in a different way.
The time-frame should be configurable and fit in with the working hours i.e. not change outside of these hours as to avoid false SLA breaches.