That manager would like the 1 hour time to obey our business hours of Monday-Friday, 7:30am - 3:30pm. If a case is created outside of business hours, then overdue cases aren't assessed until 1 hour into the next business day.
Some Examples:
- A case created Friday at 3:00pm would send an overdue email to the manger on Monday at 8:00am.
- A case created Monday at 1pm would send an overdue email to the manager on Monday at 2pm.
- A case created Wednesday at 6pm would send an overdue email to the manager on Thursday at 8:30am.
My thought was to assess the day of the week using: MOD(DATEVALUE(CreatedDate)- DATE(1900,1,7), 7)
The I'd make a date/time formula called Overdue Date that assesses the created date of the case to give an overdue time.
I can't figure out how to maniplate hours and minutes to assess the time of day the case was created.
Any thoughts?
2 answers
I hope This would Help you,
https://success.salesforce.com/answers?id=90630000000glZ9AAI
Case Escaltion Rules---https://certifiedondemand.com/salesforce-com-certified-administrator/service-cloud/escalation-rules/
