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sumit d trigger to measure the time between first response time and when the case is opened
hi all,
I need to create a way to capture when the first response. I then need to measure how long time between when the Case was opened and when it was first responded.
I created two fields:
Time_to_First_Response__c
First_Response__c
I need to capture the first response and measure the time to first response in a trigger .
First Response is defined as when the case owner user makes any edit to the case or logs an activity against the case.
Time to First Response Calculation:
I need to NOT include when office is closed (nights, weekends, holidays) in calculation.
I need to create a way to capture when the first response. I then need to measure how long time between when the Case was opened and when it was first responded.
I created two fields:
Time_to_First_Response__c
First_Response__c
I need to capture the first response and measure the time to first response in a trigger .
First Response is defined as when the case owner user makes any edit to the case or logs an activity against the case.
Time to First Response Calculation:
I need to NOT include when office is closed (nights, weekends, holidays) in calculation.
1.Create a chekbox on case and make the default value as unchecked.
2. create a workflow rule on case with criteria as created and evertime its edited
3. set the criteria as checkbox = false
4. create a workflow field update action on Case and update the First_Response__c with the current date time and add another field update to make the check box = true. - by this way it capture the first response only.
5.Time_to_First_Response__c can be calculated by creating a new formula field (subtract first response date time - case created date time).
Hope this helps ..!!!
any suggestions?
Regards