How can I reconfigure osTicket so that it correctly counts expired tickets?

Question

PHP

Preved
osTicket considers a ticket "overdue" if it is not closed within the SLA.
On the part of technical support, I consider it disgusting to close the ticket after the answer and not allow the user to respond to it. You never know - either I misunderstood the complaint, or the user has clarifications ... in general, this is a bad practice.
It would be possible to give the user the right to open closed tickets, but the OST does not allow this. The official answer is "we don't think we should do this"...
Who knows the OST well? Maybe there is such a mode when she considers an overdue ticket that was not answered during the SLA, and does not take into account the status of the ticket?
Merci in advance.

Answer 1

There is a Resolved status for this