We have a Business Process that, if not completed by a certain time (based on a user updating a Field), sends an email to a manager. Let's say for instance that a job is started and a customer service user needs to verify an amount before changing a field so that it goes to the next step. They have a 4 hour window to get this done before a manager is notified. If they don't get it done in that time, we have an escalation branch that sends the email.
The problem is that if customer service gets assigned to the business process at, let's say, 4pm, and business hours are from 8am to 5pm, the manager doesn't need to be notified until 11am the next day. The way it is working now, is that the manager gets the email at 8pm and this is useless since he has gone home for the day. Customer service, also, has only actually had 1 hour to work on the process.
Any ideas if this can be accomplished?
