Biz event to alert if the case is pending for more days

Go to System Management → Business Events, Click + to create a new Business Event

 Screen ID: Select the Case screen (CR306000)

Event Type: Choose "Record Change"

Trigger Conditions:

Status = "Pending Customer"

Add a condition using DateDiff function: DateDiff(Today,LastModifiedDateTime)>2

Configure it to run daily.

Hi ​@Harry ,

• Create a Generic Inquiry on CRCase filtering records where Status = Pending Customer and CreatedDateTime < Today() - 2 days.

• Create an Email Template in System Management → Email Templates for the case alert.

• Create a Business Event (Type: Scheduled, Source: the Generic Inquiry).

• Add an Email subscriber using the template and send it to the Case Owner, then activate the Business Event.

Hope above helps!!

Hi ​@Rakshanda , ​@Meri36 ,
Thank you for your prompt responses. However my scenario is that the case would be changed manually to Pending Customer status from New to Open to In Process and when the end user would be waiting for a response from the Customer at that point of time the case’s status would be changes to Pending Customer.

1. The CreatedDateTime records the Date & Time when the Case ID was created, which wont fulfill my condition.
2. The Last Modified Date Time records not only the Status but also even if a minor modification would be made in the case screen it will be recorded under this field which would also not fulfill my requirement.

You could turn on field level audit for the Case Status field. Then you could base your business event GI on the AuditHistory DAC. As long as you aren’t tracking other fields in the CRCase DAC, you should be good to use the AuditHistory.ChangeDate to track how long a case is Pending Customer. 

Lots of fellow business event/automation lovers out here :) nice to see a new thread get so much attention haha. 
I’m just going to add my idea here as well -- If the user handling the case is to send an email to the client letting them know they are waiting for a response from the customer, then perhaps the field on “additional information” tab of the “last outgoing activity” could be used.