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Workflow to reset case wait time when status is changed to New
The following rule works to track the time a case has been opened when the status = new. However, sometimes we run into the situation where the case is new then changed to another status, then changed back to new. What I want to do is reset the timer every time the case status = new.
Here is the code I use to start the initial timer, I need to create or modify this so that the timer is reset every time the case status = new:
Here is the code I use to start the initial timer, I need to create or modify this so that the timer is reset every time the case status = new:
and(
not(IsClosed), isNull(Start_Time_Wait_Savant__c ),
or(
and(
not(isNew()), isChanged(Status)),
and(isNew(), Owner_Type__c <> "Queue")), not( Is_Waiting_For_Customer__c ), not( Is_Soft_Closed__c )
)
Any help would be apprecieated, as I am new to writing these rules.
You can use ISPICKVAL(status, 'new') as entry criteria and than you can add action like Field Update where you can reset the timer field based on your condition.