Tickets Fixed Escalation technical flaws

[Freelancer]

One scenario that is currently not possible technically (sequence of events):

1. Ticket last reply is from an Admin/Mod
2. Ticket Owner hasn't replied for X days
3. Escalation 1 replies after X days with a "reminder" to call-for-action (an answer)
4. Ticket Owner does not reply
5. Escalation 2 replies after Z days with a final reply that sets the Ticket to "Resolved" (due to inaction of the Ticket Owner)

Point 5. will never happen, because Point 3. will repeat and repeat after X days, so that the timer of Point 5 will never reach Z days...

I found no setting in the ACP that can circumvent this.

Purpose is to remind Ticket Owners to reply after 3 days and if they do not reply for 7 days (absolute) to automatically resolve the ticket.

 

[Naz]

I've added additional criteria that should let you handle this, including time since the last time the starter replied and the last time the owner replied.