Hi all,
We use SLA rules to our advantage, unfortunately, SLA works only with time intervals not specific dealines. I have a subset of tickets which need to be replied until 05:00 pm everyday. If they come in at 10:00 am or 04:30 pm, it really does not matter.
Is there any way how to create escalations rules (reminders) based on specific time dealine not SLA time intervals?
Thank you.
Peter