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Incident Escalation Time Management

Accepted answer
edited Jul 15, 2018 12:21PM in Agent Desktop 1 comment



I am escalating incident after 8 hours if it's not resolved by agent. So I just want to make condition that those 8 hours should be calculated during working hours only. Let's say from Mon-Fri (8 am to 5 pm). If incident is assigned on Friday at 4 pm then it should only count one hour on Friday and rest 7 hours on Monday for escalating. I hope i made my point clear. Kindly help me with this.


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