Dynamically set escalation time in business rules

Summary

Dynamically set escalation time in business rules

Content

Hello Everyone ,

Currently we have a requirement regarding the escalation time for particular SR

for example based on some product , category sub category, SR is assigned to an agent and escalation level 1 is set after 48 hours
but to resolve that SR agent is booking a appointment with a technician which is not stored in system and appointment booked for after 5 days Now our requirement is once agent put the appointment date-time on SR, escalation level 1 time which we sat for him should pause and continue after the scheduled  appointment date time.