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Hi,
I have simple request to calculate Customer time that total time when the CASE was in Pause state.
There are certain Status reason values where the Case SLA stops or is Pause, for us this is customer time.
I want to calculate the total Customer time or sum of all time where the case SLA is at Pause State.
Can anyone help me in this.
Regards,
Abhijeet Mashale
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you can create new entity and store the time in its and then create plugin so
when the pause start set the current time in it and when it stop get the time from the entity and compare with this time to get pause time
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