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ezhil_kezhil_k 

Need to calculate Response time of a ticket

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 to calculate..

AdrianCCAdrianCC

Hello,

 

Create a Number fields for the time difference(days, hours etc, whatever you need). You'll populate this field using a WF rule that fires on Status change to that particular value. Use "Evaluate the rule when a record is created, and any time it’s edited to subsequently meet criteria". To ensure that the rule doesn't fire again in the future and overwrites the time difference add a Rule Criteria that the time difference must be blank.

 

The rule will do a field update populating the time difference with NOW() - CreatedDate

 

Is this what you need?

 

Happy Monday,

Adrian