Hi,

I need some help with configuring an alert to be sent upon 5 days case age- but only 1 email exactly on the day the criteria were met. I tried to configure this on Supervise with below setting and attached is the result. Please note these details are gathered from the History tab of each ticket.

Hours since created + is + 120
AND
Escalated to + is empty

Please confirm:
1. Since the rule runs on hourly basis, is it supposed to send alerts for the same ticket every hour even though my criteria is "Hours since created + is + 120"? There are also [is less than] and [is greater than] options.
2. Are the timings for succeeding alerts supposed to be adjusting and not exactly an hour? please refer to image attached.
3. If it's supposed to send per hour, at what point does it stop? My tests show that some kept sending for days, some just once. 

Is there a way to achieve my goal of 1 email alert just on the day itself? SLA/Workflow rules have no Age in days/hours since created filters which is what I need.

Appreciate any advise.