Case Search that Shows Elapsed Time (Hours) Since the Last Message Update

To create the case search, perform the following steps:
     
     1. Navigate to Lists > Search > Saved Searches > New.

     2. Select Case.

     3. Provide a Search Title.

     4. In the Criteria tab > Standard subtab, add the following filters:

• Support Rep is [Name of the Support Rep]
• Status is Escalated, Re-opened and In Progress

     5. In the Results tab > Columns subtab, set the following:

Field	Function	Formula	Custom Label
Number
Company
Support Rep
Date Created
Status
Formula (Numeric)	Number as Time	ROUND(({today} - {lastmessagedate}) *24,2)	Wait Time

     6. Click Save.
     
     7. Optional, add the search in the Dashboard using the custom search portlet.


Note: Add/Remove fields on the Criteria tab and Results subtab as needed.