See how long HR Cases were in the Awaiting Acceptance State

[Madelin D]

Is there a way to easily see (or perhaps exclude it from the duration field) the time a case is in the Awaiting Acceptance state from the time a case is open? We are in the process of setting up SLAs for our HR cases, but since SLAs can't capture data from the past, we need to see how long a case was in the Awaiting Acceptance state so we can exclude that from the time a case was open. 

[SANDEEP DUTTA]

Hi @Madelin D ,

For SLA : You can define the SLA's Pause Condition to include the "Awaiting Acceptance" state (state = Awaiting Acceptance).

 since SLAs can't capture data from the past, you can query sys_journal_field or sys_audit tables for state changes or using existing time-in-state calculations. for this you can write a custom business rule or script on the case table to calculate and store the duration a case spent in "Awaiting Acceptance" in a custom field when the case moves out of that state.

[Madelin D]

@SANDEEP DUTTA,

Do you know if there is a way to tell what the suspend reason is? I consulted the individual who is helping our team with analytics and she said the sys_audit table may not be very helpful since we don't want the Awaiting Customer suspend reason to count toward the time a case is active (all other suspend reasons will keep the SLA running, but if we are waiting on the customer, the SLA will pause. Since we are trying to calculate the average time our cases are open before the SLA was set up, we need to know the suspend reason). Is the suspend reason something we can add to the sys_audit table? 

[kaushal_snow]

Hi @Madelin D ,

You can create a Metric Definition on the HR Case table for the state field to capture time spent in Awaiting Acceptance, then build a report on Metric Instance to show how long cases stayed in that state. SLAs won’t backfill past data, so for historical cases you’ll need a script that reads audit or history records and computes those durations. Once in place, you can subtract the Awaiting Acceptance time from your total open time for more accurate SLA/reporting.....

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