I've been quiet, lucky you!

Hopefully this is an easy one for you.

I am looking to try and set up a Business rule with the "Execute the rule" section showing "Hours since last update"

I can see in the description for this function is "Hours since last updated - Select this option to apply the rule after number of working hours since the request is last updated. You have the option to specify the number of hours after which the rule has to be executed."

If the status of a call has the timer stopped, i.e Status of Awaiting Customer, I want to be able to say if the Status is "Awaiting Customer" and the number of hours without a response is 100, for example, then I want to move the call to Resolved.

It looks like the option is number of hours without a response regardless of who it is waiting for.  I wouldn't want to set to to resolved if it had gone to our development team to work on for example and the number of hours exceeded 100.

I only want this to apply if the call is with the customer.

There is nothing that I can see in the Rules to be able to specify the Status, so I can't say, no response for 100 hours and the status is Awaiting Customer, move to Resolved.

Is there anything I am missing here?

Cheers

Rich