Hello,
I am trying to convince MSCRM to calculate an elapsed time value from the create date/time of a case through to either the current date/time (for non-closed cases) or the resolved date/time (for closed cases).
Complicating this is the need to be able to stop the timer incrementing when the case is put on hold, and outside of our support hours (9am-5pm). For example, if a case is created at 4:50pm and resolved at 09:10 am the next day
only 20 mins will show on the elapsed time counter.
We need this for SLA tracking and calculation, and the elapsed time value needs to be displayed on the case form itself. Any suggestions will be gratefully received.
Thanks
I am trying to convince MSCRM to calculate an elapsed time value from the create date/time of a case through to either the current date/time (for non-closed cases) or the resolved date/time (for closed cases).
Complicating this is the need to be able to stop the timer incrementing when the case is put on hold, and outside of our support hours (9am-5pm). For example, if a case is created at 4:50pm and resolved at 09:10 am the next day
only 20 mins will show on the elapsed time counter.
We need this for SLA tracking and calculation, and the elapsed time value needs to be displayed on the case form itself. Any suggestions will be gratefully received.
Thanks
