Auto-escalate Case on Resolution overdue & notify Team Lead at 75% resolution time – OOB support?
Hello Community,
I am looking to understand the out‑of‑the‑box (OOB) capabilities available in Creatio for case escalation and SLA-based notifications.
Business requirement:
- Auto‑escalate a Case when the Resolution time is overdue.
- Send an email notification to the Team Lead when 75% of the Resolution time is consumed (before SLA breach).
Queries:
- Does Creatio provide any OOB functionality for:
- Resolution-time-based auto escalation?
- Threshold-based notifications (for example, at 75% of SLA)?
If anyone has implemented a similar scenario or can share best practices or product limitations, it would be very helpful.
Thanks in advance for your guidance.
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Hello
Resolution-time-based auto-escalation: Creatio offers OOB tools for SLA management in the Service section. You can configure SLA rules that trigger escalation workflows, such as automatic status updates or assignment changes, when resolution times are breached.
Please review following instruction you may find helpful:
https://academy.creatio.com/docs/8.x/creatio-apps/products/service-tool…
Email notification at 75% SLA consumption: While Creatio does not provide a prebuilt notification for a specific percentage of SLA time (e.g., 75%), you can achieve this using business process automation. The process can be configured to calculate elapsed time and send notifications based on SLA progress.
Thank you for reaching out!