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How does SLA for a case can be calculated based on the weekly working days and hours defined by the call center ?

 

I am from testing background and need to understand whether this is possible in Developer edition
4 answers
  1. Feb 18, 2014, 8:05 PM
    Here's about the most accurate you can get:

     

    IF(AND(MOD(TODAY()-DATE(1900,1,7),7)< (NOW()   - {!CreatedDate}),   ((NOW()   - {!CreatedDate})<7)),((NOW()   - {!CreatedDate})-2) * 8, ((NOW()   - {!CreatedDate})-(2 * ((NOW()   - {!CreatedDate})/7))) * 8)
0/9000