You need to sign in to do that
Don't have an account?
Tizzz
Stop calculating Case Age in Business Hours when case is in a pending state.
My company is trying to refine our SLA's and gather data on how much time staff is spending on any particular issue of with specific customers. We are using the Case Age in Business Hours module and that has been a big help. However, I'm wondering if there is a way to stop the Case Age from counting time that a particular case spends in a pending status and only provide time that the case was in an open or work in progress state.
All Answers
Hi werewolf,
This is what the datasheet says:
The Apex
trigger that this application installs is triggered whenever the case status changes -- so
none of these fields will measure the time in business hours from the point that the case
was opened until now -- it will measure the total business hours in these categories from
the time the case was opened until the time it was closed.
Is there a way to change the trigger so that it calculates the time in business hours from the point that the case was opened until "NOW"?
I really need this. Hope you can help. Thanks...