I would like to know how i can have escalations for cases that have been in state OPEN for more than X-Hours or X-days and have an email sent to an individual based on which group the Assignee to the case is. Anyone?
Hello ezra,
SuiteCRM’s workflow are base on PHP development and schedule tasks.
https://docs.suitecrm.com/developer/scheduled-tasks/
With this I think it is just a matter of code logic, querying all records of that state and process them all checking the dates.
Hope it helps.
Regards,
Hi Joao,
Thank you for the help. I will have a look at the link and share what i get from it.