SLA is at 75% Notificaton - can it be configured to not fire if the case has been updated?

bryanc78
Tera Contributor

If we assign a case to someone and that person has not touched the case by the 75% mark, I would like to send out a notification.  However, if the user has updated the case, I don't want the notification to go out.

 

Is this possible?

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