function readOnly(count){ }
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
+ Start a Discussion
jjuezjjuez 

calculation of cases time

Hi,
 
 
Our cases can be in different status: New, In Progress, Waiting on Customer, Waiting on Engineering, Closed.
Sometimes cases hang for a long period at "Waiting for Engineering". I would like to calculate the time that it takes us to close a case, excluding the time that the case is in status "Waiting on Engineering".
This way we can see better how our Technical Support department performs.
 
Is it possible with a formula?
 
 
MSheridanMSheridan

Try this link:

http://blogs.salesforce.com/blogs/2005/06/formula_example.html

It will direct you to the correct formula. You may have to create more than one formula than subtract the two answers if you want to filter out a value.