During our support work some of the issues require additional information from the user. When this occur we change the case status to "Waiting for info".
Unfortunately if the customer don't get back to us - the case status remains and the case handling "stuck".
We've tried using a specific inquiry of all the cases that are waiting for a customer input sorted by date. But I'm looking for a more "intrusive" way to notify our support when a case is waiting for a long period of time (more then two weeks).
I need FogBugz to send email to our support (or change a case status to active) if it has been waiting for more then two weeks - is there a way to do that?