Im trying to work out how best to tackle this. We have cases that come into our business then are manually re-assigned to a support agent. Trying to see if we can make a report formula to work out an age between date opened and re-assigned (edit date).
We have a case history report that shows the fields of 'case open date/time' and 'edit date' the case was reassigned to the support agent.
Basically instead of the age between 'Case Open and Closed' we need 'Case Open and Edit'.
Thanks.
Dean
3 réponses
Dean,
You would need a Workflow and a Custom Date/Time field. Using workflow update the field Case_Open_and_Edit__c when the case is being reassigned.
Workflow: - Case
Evaluation Criteria: - Created and Everytime it's Edited (Second Uption)Rule Criteria: - Formula Evaluated to True and use below formula
AND(
NOT(ISNEW()),
ISCHANGED(OwnerId)
)
Save and Next.
Workflow Action: - Fiend Update
Field to Update: - Case_Open_and_Edit__cSpecify New Value:- Use formula and use below one
NOW()
Save and Activate the Workflow.
Create a new formula field for Case Age with the above formula
Test and Cheers :)
Hope this will help you :)
