@Kuruva Nikhil Kumar

fetch the list of gold customer and loop the result.for each record calculate the time difference between case resolves/case update time and current time.if difference is greateror equal to 2hour and customer is gold send the mail

You can use Job schedulere configurred in recurring mode running every 5 min to 10 min

Same process can be used for other customer type in the same activity

@Kuruva Nikhil Kumar Approach 1: Ensure that your customer records in Pega have a field to indicate their customer type (Silver, Gold, Platinum).Define SLAs for each customer type that specify the response time requirements. In your case, you've mentioned: Silver: 4 hours, Gold: 3 hours, Platinum: 2 hours Create a notification rule that will be triggered when the SLA breaches for a particular case. This notification rule will send an email to the relevant parties.

Approach 2:

Retrieve the list of customers categorized as "Gold" and iterate through the obtained records. For each individual record, compute the time disparity between the resolution/update time of the case and the present moment. If the elapsed duration is two hours or more, and the customer holds a "Gold" status, trigger the email dispatch.

This procedure can be executed using a recurrently scheduled Job Scheduler, set to operate every 5 to 10 minutes. Similarly, the identical process can be replicated for other customer types within the same activity.