With OTRS you can create pending tickets. The system can send out a notification at a given time and remind an agent of a locked ticket. This feature might be useful to get reminded about contacting a customer sometimein the future as the customer is not reachable at the moment, for example.
Reminders on pending tickets are only send out during hours specified
with the
TimeWorkingHours
configuration parameter. The bin/PendingJobs.pl
module,
which should be executed periodicaly via a cron job, triggers the delivery
of the pending reminders.