Guidance Required: Notification Trigger Based on Cumulative New/Pending Duration Reaching 18 Hours
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Monday
In case staging table when changing the status to New or Pending and related metrics duration should sum as 18 hrs (before 24 hrs breach) and send Notification on 18 hr . Can you please suggest How to achieve this?
Note :
If the case enters the New or Pending state multiple times, the duration for each occurrence should be sum. Once the total duration reaches 18 hours, a notification should be triggered.
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yesterday
There will be other status as well which should not be considered. Only these two statuses should be considered for the duration calculation which is attached as a screenshot