Okay so I've been trying to get this to work but unfortunately I've only confused myself further and need a re-focus. Here's the deal: Our Business Hours are Mon- Friday 7am - 6pm An Escalation checks for Unassigned Cases that have been unassigned for more than 24-hours The Escalation is set to fire: Mon - Friday at 9am and 3pm However a case created after business hours on Friday evening was reported in the Escalation Notification that fired Monday morning at 9am.
Since that case was created after business hours at 7pm on Friday - it should not have appeared in the Escalation Notification until Tuesday's 9am Escalation Notification run. (7pm Friday to 7pm Monday would be the 24 hours period for Unassigned activity and the next Escalation run after that time period would have been Tuesday at 9am) What am I missing... I'm so Confused... Rosalind Thomas _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
