ticket.overdue.yaml

#
# Email template: ticket.overdue.yaml
#
# Sent to staff members when a ticket transitions to overdue in the system.
# Overdue tickets occur based on the ticket's due-date as well as the SLA
# defined for the ticket.
#
---
notes: |
    Sent to staff members when a ticket transitions to overdue in the system.
    Overdue tickets occur based on the ticket's due-date as well as the SLA
    defined for the ticket.

subject: |
    Stale Ticket Alert
body: |
    <h3><strong>Hi %{recipient.name}</strong>,</h3>
    A ticket, <a href="%{ticket.staff_link}">#%{ticket.number}</a> is
    seriously overdue.
    <br>
    <br>
    We should all work hard to guarantee that all tickets are being
    addressed in a timely manner.
    <br>
    <br>
    Signed,<br>
    %{ticket.dept.manager.name}
    <hr>
    <div>To view or respond to the ticket, please <a
    href="%{ticket.staff_link}"><span style="color: rgb(84, 141, 212);"
    >login</span></a> to the support ticket system. You're receiving this
    notice because the ticket is assigned directly to you or to a team or
    department of which you're a member.</div>
    <em style="font-size: small">Your friendly <span style="font-size: smaller"
    >(although with limited patience)</span> Customer Support
    System</em><br>
    <img src="cid:b56944cb4722cc5cda9d1e23a3ea7fbc" height="19"
        alt="Powered by osTicket" width="126" style="width: 126px;">