Symptoms

There is a need to notify agents and managers if a ticket remains unanswered for a certain number of hours and SLAs are violated.

Solution

The task can be solved by writing a runtime script plugin that can be set to run on a certain schedule, and which will check tickets that remain unanswered (for example, 48 hours since the last response) in a certain group, and send an email to the members of that group.

Example script.