Hi Everyone.
I have a requirement for a case that basically needs to route a case to the correct team based on the field the user chooses.
I have a a custom entity called Service Request Route which has the following fields:
1. Case Type
2. Team
3. Manager
4. Resolution time
Basically on the case form when a user chooses the Case Type it should match to the custom entity and assign it to that team or escalate it to that manager after resolution time has passed.
What is the best way of doing this?
Thanks in advance!!