Sunday, March 10, 2019

Calculate the Date and Time for Service Level Agreement on Cases

SCENARIO: User needs to track when a case is due from the time it was created based on their Service Level Agreements (4 hours, 24 hours, and 48 hours).

This can be done following the steps below:

1.    Navigate to Customization >  Lists, Records, & Fields > CRM Fields >  New.

2.    Enter a Label (Example: SLA (4 hours)).

3.    Set Type = Date.

4.    Unmark the Store Value checkbox.

5.    Mark Case under the Applies To tab.

6.    Select the tab where this field will be shown under Display tab > Subtab field.

7.    Enter the Default Value = TO_CHAR(({createddate}+4/24), 'MM/DD/YYYY HH:MI PM')

8.    Click Save.

The result will display like this example: 02/26/2013 02:30 PM

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