Hi,

Question

When an end user replies to an incident in a paused SLA  state, the assignee (staff) needs to receive an email reminder every 8 hours to un-pause the SLA, Is it possible thorough configurations or will i need customization to achieve this requirenment?

tarun suri · Answer

Hi Kshitija Sonawane

This requirement can be achived through Apex coding. You need to write a Batch class which will run in every 8 Hours and check if Status is Paused and there is a reply so it will send an email reminder.

https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm

Hope You get the idea. For more help Please post this question in Developer community

Thanx

Tarun Suri

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