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How To Calc Case Open Time with ON HOLD?
How do you calculate and display the amount of time a case is (or was) OPEN that properly accounts for the time it was ON HOLD?
The Online Help states:
To create a case status:
1. Go to Setup > Support > > Case Statuses > New.
. . .
Check the On Hold box if cases with this status should not have time counted agaisnt them.
For example, if you are awaiting reply from a customer or awaiting a solution from another department, you might want to use an on hold status to pause the case’s time log. This allows you to more accurately track the efficiency of a support team.
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