Calculate Number of Working Days And Business Hours A Case Has Been Opened

 

This solution aims to count the number of working days and business hours a case has been opened.

Note the following:

• Working days are equivalent to Mondays to Fridays (excluding weekend).
• Business hours from 8:00 AM to 6:00 PM local time (NetSuite User Preference)
• If the case is not yet closed, the result will be relative to today's date and time.
• The result will be in this format:  X Days Y Hours Z Mins.

1.    Navigate to List > Search > Saved Searches > New.

2.    Click Case.

3.    Enter a Search Title.

4.    Under Results subtab, add the following fields:

    - Number

    - Formula (Text) <insert the formula below in the Formula column> 

CASE WHEN {closed} IS NULL THEN decode(((TRUNC({now},'D')-TRUNC({createddate}+6,'D'))/7*5)+MOD(7-TO_CHAR({createddate},'D'),6)+LEAST(TO_CHAR({now},'D')-2,5)- 1,-1,0,((TRUNC({now},'D')-TRUNC({createddate}+6,'D'))/7*5)+MOD(7-TO_CHAR({createddate},'D'),6)+LEAST(TO_CHAR({now},'D')-2,5)-1)+ decode(trunc({createddate}),trunc({now}),0,trunc(((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 17-to_char({createddate},'hh24') when to_char({createddate},'hh24')<8 then 10 else 0 end)+decode(to_char({now},'D'),1,0,7,0,case when to_char({now},'hh24') between 8 and 18 then to_char({now},'hh24')-8 when to_char({now},'hh24')<8 then 0 else 10 end))+trunc((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 60-to_char({createddate},'mi') else 0 end)+decode(to_char({now},'D'),1,0,7,0,case when to_char({now},'hh24') between 8 and 17 then to_number(to_char({now},'mi')) else 0 end))/60))/10))||' days '||mod(decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 17-to_char({createddate},'hh24') when to_char({createddate},'hh24')<8 then 10 else 0 end)+decode(to_char({now},'D'),1,0,7,0,case when to_char({now},'hh24') between 8 and 18 then to_char({now},'hh24')-8 when to_char({now},'hh24')<8 then 0 else 10 end)+trunc((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 60-to_char({createddate},'mi') else 0 end)+decode(to_char({now},'D'),1,0,7,0,case when to_char({now},'hh24') between 8 and 17 then to_number(to_char({now},'mi')) else 0 end))/60),10)||' hours '||mod((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 60-to_char({createddate},'mi') else 0 end)+decode(to_char({now},'D'),1,0,7,0,case when to_char({now},'hh24') between 8 and 17 then to_number(to_char({now},'mi')) else 0 end)),60)||' mins ' ELSE decode(((TRUNC({closed},'D')-TRUNC({createddate}+6,'D'))/7*5)+MOD(7-TO_CHAR({createddate},'D'),6)+LEAST(TO_CHAR({closed},'D')-2,5)- 1,-1,0,((TRUNC({closed},'D')-TRUNC({createddate}+6,'D'))/7*5)+MOD(7-TO_CHAR({createddate},'D'),6)+LEAST(TO_CHAR({closed},'D')-2,5)-1)+ decode(trunc({createddate}),trunc({closed}),0,trunc(((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 17-to_char({createddate},'hh24') when to_char({createddate},'hh24')<8 then 10 else 0 end)+decode(to_char({closed},'D'),1,0,7,0,case when to_char({closed},'hh24') between 8 and 18 then to_char({closed},'hh24')-8 when to_char({closed},'hh24')<8 then 0 else 10 end))+trunc((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 60-to_char({createddate},'mi') else 0 end)+decode(to_char({closed},'D'),1,0,7,0,case when to_char({closed},'hh24') between 8 and 17 then to_number(to_char({closed},'mi')) else 0 end))/60))/10))||' days '||mod(decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 17-to_char({createddate},'hh24') when to_char({createddate},'hh24')<8 then 10 else 0 end)+decode(to_char({closed},'D'),1,0,7,0,case when to_char({closed},'hh24') between 8 and 18 then to_char({closed},'hh24')-8 when to_char({closed},'hh24')<8 then 0 else 10 end)+trunc((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 60-to_char({createddate},'mi') else 0 end)+decode(to_char({closed},'D'),1,0,7,0,case when to_char({closed},'hh24') between 8 and 17 then to_number(to_char({closed},'mi')) else 0 end))/60),10)||' hours '||mod((decode(to_char({createddate},'D'),1,0,7,0,case when to_char({createddate},'hh24') between 8 and 17 then 60-to_char({createddate},'mi') else 0 end)+decode(to_char({closed},'D'),1,0,7,0,case when to_char({closed},'hh24') between 8 and 17 then to_number(to_char({closed},'mi')) else 0 end)),60)||' mins ' END

5.  Click Save & Run.

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