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Topics#Data ManagementLEAH Gus's Question
LEAH Gus (Gus) asked in #Data Management
May 14, 2018, 2:37 PM

Formula to inset time when a field gets a vlaue

 I need a way to calculate the time it takes for a case to be assigned to a Support Engineer. I have a field named support engineer. This field will be blank until it gets assigned. When it is assigned it will have a value. How can I do this?
2 answers
  1. Sunil Sarilla (M&G Investments)
    May 14, 2018, 2:48 PM
    Hi L G,

     

    You will need to do the below

     

    Create a custom Date or Datetime field on the Case Object (Date field if you want to calculate the time in Days, Date/Time field if you want to calculate the time either in Days, Hours, Minutes )

     

    Create a Workflow to update this field when the Support Engineer is assigned to the field

     

    as part of immediate actions update the Date field with the Date or Datetime

     

    Create a custom formula field of return type number and the formula will be

    Custom_Date_Time_Field__c - CreatedDate

    if your custom field is Date field the formula will be

    Custom_Date_Field__c - DATEVALUE(CreatedDate)

     

    Workflow Setup:

     

    Evaluation Criteria: Created and anytime its subsequently edited to meet the Criteria (3rd Option)

     

    Rule Criteria: formula evaluates to True and formula is

    NOT(ISBLANK(Support_Engineer__c))

    Immediate Action: Field Update

     

    Field to Update: Custom Date or DateTime field

     

    use formula to set the new value and the formula is

     

    If its Date field

    TODAY()

    if its Date Time field

    NOW()

    Save,Done and Activate the Workflow rule

     

     
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