So you can use that to show average time your cases spend in each status. Sounds great.
What I would like to know is
1) does that Duration field just use a pure clock, or does it take into account business hours of the case?
2) If the Duration field just uses a pure clock, is there a SIMPLE way of cloning that field somehow to take into account the business hours? (without triggers or appexhchange apps)
My goal is to be able to run a case history report, showing average duration in each status, but have duration driver by business hours.
Thanks
All help appreciated.
6 risposte
Hi Chris,
I was just searching for this same thing today and I couldn't find an answer so I decided to test it. We have business hours set and I opened a case and then ran a report with Duration in it. After business hours were over, the duration still went on counting.
So the Duration in Case Lifecycle does not take into account the business hours.
For your second question I found quite simple way to see the used business hours. It's in appexchange though, but its a free app called Case Age In Business Hours.
Link to appexchange: https://sites.secure.force.com/appexchange/listingDetail?listingId=a0N300000016ccNEAQ
I tested it and it seems to be working alright. I hope this helps you!
Best regards
Sami
