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dev2014dev2014 

automating case target due date for escalation

 Hi,
We want to solve a customer case problem with target time of 6 hours.

So the process rules logic is the following:
1. Agent log an incoming case and select case technical type (picklist value)
2. Agent select organization type (picklist value)
3. default Target resolution assigned for the case is 6  hours
4. Agent taking the call can't solve the case
5. Based on the rules above case will be automatically escalated to the 2 experts users identified in in the system
6. sending  an automatic task or an email alert message " please solve  this case by X  target date and time.." (calculating the default target resolution time for such type of case and subtracting the  date case was created in business hours)
 
As I understand that age over works for when t escalate it but not automatically calculates when case due date. What is the most efficient way to implement it? escalation rules, process builder, flow or Apex code? 
 
Thanks,
Dan ErvinDan Ervin
A Workflow Rule with an immediate action and  time-based action would solve your issue, I believe. The important part is that the critera for the record needs to include: 
isClosed = FALSE
By adding the above into your critera, the case is closed and no longer meets your Workflow criteria. The time-based action is then removed from the time-based workflow queue. 

Immediate Action: Email Alert "Please solve this case be..."
Time-Based Action: 6 hours (Whatever you want to happen when it hasn't met the deadline)