3,674
dears,
i have read a lot regarding case resolution and didn't got answer to my question.
my question is:
How i can get the case resolution period in (hours or minutes) taking the consideration the business working hours.
scenario:
when user close the case as "Problem Solve" i need to get how much time the user spent on solving the case but within the business working hours.
Note : i don't need the difference between created on and last modified on
Hi,
Basically there is no such field holds this information, but you can create a calculated field which calculate (Modifed On - Created) On which gives you the elapsed time for a case. When a case is closed its status is changed therefore Modified On is changed.
You can check below reference how to create calculated field with date difference -
community.dynamics.com/.../difference-between-two-dates-with-calculated-fields
Hi Hamzeh,
Currently there is no such field holds this information like case resolution time from my Demo and Researching:
I would suggest you to follow Goutam Das's suggestion from the following post to create a calculated field which calculate (Modifed On - Created) On which gives you the elapsed time for a case.
https://community.dynamics.com/crm/f/117/t/289325
Calculate how long it’s been between two Data& Time Field:
Johnny
Hi Hamzeh,
This can be done with the standard functionality.
References:
[View:https://www.magnetismsolutions.com/blog/jaspermarri/2018/03/13/create-a-service-level-agreement-for-cases-in-microsoft-dynamics-365]
[View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla#track-sla-details-with-timer-control]
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