Cases - Tasks with START and END TIME = only for appointments?

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Posted on by RenatoPereira

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Hi,

we need track the time expended on each interaction with customer (looking to billing it before) but the only option which has the 'Start' and 'End' date/time fields is the 'Appointment' option.

>>> Is that right?

Let´s examplain a real case for example and undestanding

############################################

If we start a call to contact customer, how to register that we expend 55min of long distance talking with they?

If we start a remote session (Teamviewer or anydeskfor example), should we register ir as an 'appointment'?????????????

*** When we choose to mark a case as 'solved', starts a pop-up asking about billeable time - which summarizes only the sum of appointments hours.

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RenatoPereira 230 on at

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RE: Cases - Tasks with START and END TIME = only for appointments?

Hi Leo,

can we add this 03 custom fields to 'activities' entity??
LeoAlt 16,329 on at

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RE: Cases - Tasks with START and END TIME = only for appointments?

Hi partner,

You could add custom fields "start time"(Date and time), "end time"(Date and time) and "used time"(Whole number) and "usedTime".

You could follow the steps bellow.

1.Add custom field “startTime”.

2.Add custom field "endTime".

3.Add custom field "usedTime" and set a calculate formula.

In the picture I set a formula: usedTime=endTime-startTime (Hour). You could choose the unit you want,days,hours, minutes, seconds...

4.Then when you fill in startTime and endTime and save the form, this formula will work.

By the way, there is no OOB way to add a pop window when solving a case.

If our answers helped you, please mark our answers as verified and it will expand the value of your posts and help other users with similar issues.

Hope it helps.

Best Regards,

Leo