Hi, I am trying to create escalation emails for cases in CRM 2011, I am doing this in the processes centre where I create a time-out condition for the case to reach due date and then send off an email. This I can work out fine.
Problem: I need to take into affect that a 12 hour due date from create date may and very likley cover non-working hours or days. Is there anyway in which I can update the due date with the [Create Date] + 12 hours process but some way calculate the working hours and add the off working hours to the 12 hours?
I really want to avoid programming here, as it may change regurlarly and I want the client to make the changes themselves.