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Case Age

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Posted on by Community member

Hi,

I am trying to change the case age in Customer Service Hub from Minutes to hours for the first 24 hours and then days. I need some guidance in how to do that.

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Leah Ju Microsoft Employee on at

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Case Age

Hi Sarah，

In Fact, this column is one calculated text field.

Duration in minutes (whole number) for active and resolved cases appears. For canceled cases, Canceled appears.

Calculated Case Age is refreshed every minute, but you must refresh the view to see the updated case age on the grid.

And This column is read-only, we can't edit it.

If you want to show age with other format(hours, days..), you may create other new fields to store value.

Also, you can try to use flow to convert time automatically.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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