Guidance Required: Notification Trigger Based on Cumulative New/Pending Duration Reaching 18 Hours
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08-17-2026 11:33 PM
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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08-18-2026 12:45 AM
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
