Card #2609 · Salesforce AppExchange
Lack of pause/resume and status-based triggers for timers
Standard escalation rules and timers cannot be paused or resumed based on status changes, often resetting upon any field modification. Merchants need the ability to trigger status changes when timers start or enforce pause logic when cases are put on hold.
Pain score
0.59/ 1.00 · weighted product of four components
Reach0.47distinct authors (log-normalized)
Recency1.00freshness decay, half-life months
Engagement1.00upvotes + comments, normalized
Monetization0.50willingness-to-pay cues in evidence
§ Evidence — 4 verified quotes
an Escalation Rule alone is usually not enough because you need the timer to pause/resume based on status changes.
any field edit resets the timer with "last modification time," and you'd lose count even on unrelated updates.
even AI Studio does not allow you to implement a status change when the timer starts.
I’d love to use it as a trigger to change Custom Field Status to “In Progress” once Actual Time timer is started.
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