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ezhil_kezhil_k 

Need to track status

i need to calculate the responsiveness of the ticket

(first response)Status change - case created time(Date /time Opened)=Responsiveness.

 

Date/time opened-i want to track the tickets created between (monday to thursday 8 am -4pm)

 

Please give me some ideas..

 

 

 

Ashish_SFDCAshish_SFDC

Hi Ezhil, 

 

There is a standard feature called Milestones and that is used for similar requirement, that would help you track these functionally.

https://help.salesforce.com/apex/HTViewHelpDoc?id=entitlements_setting_milestones.htm&language=en

 

Regards,

Ashish