Wednesday, December 12, 2018

Calculate Time Open in Cases

Time Open is calculated as (Current Date) - (Date Created) excluding the days the case were On Hold.


To check if a Case Status is set to 'On Hold', navigate to Setup > Support > Cases Statuses.


Consider the following scenario:

- Today is 4/25/2012

On Hold is enabled for the following Case Statuses:


  • Waiting for Customer
  • Hold


Below are the entries from the System Notes of Case 1234:


11/28/2011 3:03 pm Create

11/28/2011 3:03 pm Status (from Not Started to Waiting For Development)

11/30/2011 5:53 pm Status (from Waiting For Development to Hold)

12/5/2011 1:35 pm Subject, Test case

1/3/2012 5:34 pm Status (from Hold to Waiting For Customer)

4/9/2012 5:12 pm Status (from Waiting For Customer to In Progress)

4/25/2012 5:12 pm Status (from In Progress to Hold)

Only the following dates are included in the calculation of Time Open because NetSuite excluded the dates the case has Waiting for Customer and Hold statuses:



4/9/2012 - 4/25/2012


Using the above example, Time Open for Case 1234 is 19 days.


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