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jjuez calculation of cases time
Hi,
Our cases can be in different status: New, In Progress, Waiting on Customer, Waiting on Engineering, Closed.
Sometimes cases hang for a long period at "Waiting for Engineering". I would like to calculate the time that it takes us to close a case, excluding the time that the case is in status "Waiting on Engineering".
This way we can see better how our Technical Support department performs.
Is it possible with a formula?
Try this link:
http://blogs.salesforce.com/blogs/2005/06/formula_example.html
It will direct you to the correct formula. You may have to create more than one formula than subtract the two answers if you want to filter out a value.