We have over 1500 tickets in our system, with about 200 of them sitting in an "awaiting a reply" custom status. We've made a process change and decided to close tickets in the "awaiting a reply" status for longer than 10 business days. This works for all 20 new tickets created since turning this on.

The Problem: the 160 tickets that are currently in this status and are over 10 days in this status need to have this timer action triggered, and it sends out a notification email that must be sent as well.