Calculation Field

[MStritt]

I'm looking to create a new field on our Case table (say 'Effective Closure Time' / u_effective_closure_time) that will show what the closure time is of the Case minus the time the Case was in a SM Substate (u_substate) of ;Waiting on Customer Information'. 

So, total time it took from opening to close, minus the total time the Case was in 'Waiting on Customer Information' (u_substate). 

We have a duration field called 'Closure Time' (u_closure_time) that calculates the total time the Case was opened using the Opened and Closed times/dates. So, maybe Closure Time minus the total time the Case was in SM Substate of 'Waiting on Customer Information'.

[James Chun]

Hi @MStritt,

I would rather use SLA for this instead of creating a custom field.

You can set up your start/pause/stop conditions to meet your requirements.

Cheers

[MStritt]

Hi James!

How would that work? Create a new field on the Case table, then configure the SLA Definition to use Schedule source as Case field, then Schedule source field would be the new field I create? What would the duration be?

So, once the Case is closed, it would input the duration time in that new field?

[James Chun]

Hi @MStritt,

I would create a new SLA definition with the following conditions (note that these will need some adjustments that align with you requirement):

• Start - Case is created
• Pause - Substate = waiting on customer information
• Stop - Case is closed

Once the SLA is defined, you can refer to its SLA task to find its duration by referring to its elapsed time (No additional scripting/calculation required).

Since this is merely used to measure the duration, you may want to remove all the workflow/flow associated with the SLA definition.

Cheers

[MStritt]

James,

How can this be reported on? Internal group looking for this, wants to be able to show this duration in a field, when they report on the Case table.