Hello,
Currently for our entitlements it is based on number of hours for the source, but from my understanding OOB options for this option can only allow the use of the Case Resolution option.
We require that the entitlement hours to be be decrease even if the case is still open but the tasks/activities assigned to the case if mark complete subtract the hours from the entitlement.
Any recommendations of a plug in or script to over ride the OOB option to allow the use of the option case creation/open would be great.
