Send emails on SLA Breach without using Service Entitlements
Our customer hasn't purchased the license for Service Entitlements but they want to implement SLAs -- especially sending out emails when SLA is breached.
So, I can create a datetime field on the Service Request, and if the SR is not updated within the time specified in the field, I want to trigger an email workflow to send the email to the SR assignee.
Is there any way to achieve it without using milestones?
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