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ezhil_k i need to calculate the responsiveness of the ticket
(first response)Status change - case created time(Date /time Opened)=Responsiveness.
Date/time opened-i want to track the tickets created between (monday to thursday 8 am -4pm)
Please give me some ideas..
Hi Ezhil,
There is a standard feature called Milestones and that is used for similar requirement, that would help you track these functionally.
https://help.salesforce.com/apex/HTViewHelpDoc?id=entitlements_setting_milestones.htm&language=en
Regards,
Ashish