we've developed a web app to replace the self-service portal within our organization. The new client portal is based on PHP 5 and MySQL 4. We're using Drupal as basic framework (see http://drupal.org/project/salesforce).
Within our new portal the user can create cases and comments. If the user enters special chars like the euro symbol and the case/comment is synchronized to Salesforce the symbol is not displayed properly. In Salesforce the euro symbol is replaced by an question mark. The same happens when creating a case/comment in Salesforce and synching it to Drupal. I'm already using some utf8_encoding/utf8_decoding. But the euro symbol is not included in the ISO-8859-1. I think it's in ISO-8859-15.
How can I handle special chars like the euro symbol?
it's my objective to create a new field "SLA Timer". This field calculates the time since the case is created. The calculation depends on some conditions:
The timer stops as soon as the status of a case is changed to a specific state. There are 3 status which will stop the timer (say status x, y, z). The timer will also stop if the case is closed.
The timer starts as soon as the status is changed to another state which is not one of the 3 status mentioned above (x, y, z).
Furtermore the script has to check our business hours. The timer only runs within our business hours.
The whole day I've tried to create a formula field which calculates the time. I think it's not that easy because I need a lot of additional fields. Also I'm not sure if it's the best way to use the formula language.
