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Mohammed AzarudeenMohammed Azarudeen 

Case Response Time SLA In Circular Timer

Here is my usecase,
I need to display case response time for SLA based on Priorities
p1 -> 30 min 
p2 -> 2 hour 
p3 -> 8 hour 
​p4 -> 24 hour

I want to have something like below timer
User-added image
When P1 case arrives, the timer should start decreasing from 30 min. When case owner is changed from Queue to User, the timer should stop wherever it is. If 30 min time is exceeded for p1 case(hits 0), then it should start count in negative untill owner is changed to some user.
Similarly for every other priorities.

NOTE: Entitlement process best suits this usecase but client have to train their support engineers on Entitlement processes. So, asked to go for custom design without entitlement.
Also, when the timer hits 0 it should send an email alert to case to some users.
Please refer the below link. So that you may get some idea to implement the above