There are two extra feature for to get the alert for the incomplete tickets to the Head of the department.

  1. Age report
  2. No user alert.

To enable the option Go to -> Reports -> Subscriptions.

Age Report:

If you enable the age report, the Manager role gets the reports by email for the tickets which are in On Hold or Open status for more than 6 hours.

No User alert –

            No user alert is used to make an alert to the Head of the department if the user is not available to get assign ticket in a particular department.