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sieb4me
calculate time to respond
we want a field on case object which will pick timezone from case (can be emea, usa or apac time), look at created datetime of case and calculate the time remaining to respond to customer based on severity of case (s1, s2 or s3). We also need to ensure business hours and weekends is ignored when doing this calculation.
example if case timezone is emea and case priority is P1 and rule says customer should be replied in 1 hour then calculate response time(new field). This should consider business hours only(weekends to be ignored).
I believe this can only be done with APEX, don't think there is simple way to do this via formullas?
Any help on apex will be nice.
Thanks.
example if case timezone is emea and case priority is P1 and rule says customer should be replied in 1 hour then calculate response time(new field). This should consider business hours only(weekends to be ignored).
I believe this can only be done with APEX, don't think there is simple way to do this via formullas?
Any help on apex will be nice.
Thanks.
Use these to develop your solution :
https://help.salesforce.com/HTViewHelpDoc?id=customize_supporthours.htm&language=en_US
https://www.salesforce.com/us/developer/docs/apexcode/Content/apex_classes_businesshours.htm