Excluding weekends on the age of Support Cases

[Alannah]

In reporting on the age of cases for Support Reporting, it seems there is no way to exclude weekends (or any sort of non-business hours).  Has anyone else resolved this problem?

[spinner65]

I encountered the very same problem 6 months ago in a Customer Service implementation. The business client wanted total elapsed time for open cases, only within business operating hours, excluding holidays, weekends, etc.

Very complex business rules, had to let it go. Perhaps post/search the idea exchange, or log a case with customer support.

Good luck!

[Alannah]

Support was able to point me in the direction of 2 formulas that can be used to create an Age in weekdays custom field, the only problem is that the first one doesn’t take into consideration the case being closed, and the other takes the closure into consideration, but also counts any activity at all on the case after it’s closed.  I tried to modify both of them with no success, but then, I am just a beginning user and definitely not a developer.  Someone else may have better luck.

IF(AND(MOD(TODAY()-DATE(1900,1,7),7)< (NOW()   - {!CreatedDate}),   ((NOW()   - {!CreatedDate})<7)),((NOW()   - {!CreatedDate})-2), ((NOW()   - {!CreatedDate})-(2 * ((NOW()   - {!CreatedDate})/7))))

 IF(AND(MOD(TODAY()-DATE(1900,1,7),7)< (IF( IsClosed , LastModifiedDate, NOW()) - CreatedDate), ((IF( IsClosed , LastModifiedDate, NOW()) - CreatedDate)<7)),((IF( IsClosed , LastModifiedDate, NOW()) - CreatedDate)-2) , ((IF( IsClosed , LastModifiedDate, NOW()) - CreatedDate)-(2 * ((IF( IsClosed , LastModifiedDate, NOW()) - CreatedDate)/7))))

Thanks,

Alannah Sinclaire

Attenex Corporation | www.attenex.com
925 Fourth Avenue, Suite 1700 Seattle, WA 98104

 asinclaire@attenex.com