First sorry to bring an old post to the surface, but I'm wondering if it would also be possible to add some SLA or auto notify system to SlickTicket.
I've used and worked on several ticketing systems, mostly Remedy and CA's system. I understand what asaaki is asking about.
From what I have looked at(code and documentation), to do an escalation system would require some rewriting and adding some system that could schedule times that it will check open/assigned tickets for none closer/resolution.
For example: if a High priority ticket needs to be closed in 1 hour, per some SLA, then the scheduling system would need to check every 5 or 15 minutes.
Tickets with SLA time of 1 hour would be escalated to the user's manager.
An escalation could simply be an email to the group or sub-group of what the ticket is under.
For a short term fix would to create a setting page for the statistics.
example, be able to change the 1,3,7 days to x <hours,days,weeks> kind of selections.
Right now I'm trying to modify the current code to work for my small IT shops needs. :)
~Some random IT guy