Have you checked these first?
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Help us help you: include your environment details. We've made this easy for you. Use the Copy System Info button in Admin Panel › osAwesome › Diagnostics, then paste below.
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Is there an existing feature somewhere that means you can tickets with a certain status\criteria, such as 'Waiting on Customer Response', and 7 days without activity, to send a reminder or close (or both)?
Seems like this should be a ubiquitous feature of any ticketing system.
It's a great question, but it pertains to osTicket's core functionality and is not specific to osTicket Awesome.
I suggest asking this question in the osTicket Forum where you are likely to receive more responses.