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Case Escalation - SLA's in minutes?

edited Nov 22, 2019 10:32AM in CRM 1 comment

Hello NetSuite community

I am trying to set up our escalation rules here. We offer our clients various SLAs depending upon the level of support they opt for.

This starts in as little as a guaranteed response in 10 minutes, then 30 minutes, 90 minutes and so on.

I tried to setup Escalation rules so that cases which miss their SLAs get escalated appropriately. Problem is, that basing the escalation rule on the Duration Since Case Creation field only allows whole numbers... in other words, hours.

So I cannot set an esclation rule of 30 minutes (.5 of an hour), say.

Anyone got any ideas and suggestions?

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