Hi, we have an Automation rule that tries to set status to RESOLVED, when in Stauts "Waiting for Customer" and the SLA for Customer Timeout is BREACHED.
however, this is not working and Customer Timeout SLA goes beyond breached and the STAUTS doesn't change from Waiting for Customer.
how best can we achieve this please?
Note: Our customer timeout SLA breaches at 5 working days & screenshots below.
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