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Cases: Escalate but not on weekends

edited Mar 2, 2020 11:35AM in CRM 3 comments

I'm working with cases for internal use. I am looking for a solution that would not escalate the case over the weekend. We have an escalation rule "Field: Duration Since Last Modified By Internal User (Minutes) > 2880 minutes" (48 hours). Which works fine Monday through Wednesday, but not Thursday or Friday because of the weekend. I considered creating a custom field that would input the "day" of Last Modification by Support Rep, then create the rule based on the day. Example: If it is Thursday or Friday, the Escalation rule would be 5760 minutes (which would account for the

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