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Calculated Column to Show Time Until Aged Database Utility sets an Incident to Solved?

edited Jan 30, 2019 7:44PM in Reporting & Analytics for B2C Service 4 comments

Summary

I am trying to find a way to display a calculated column that will show the amount of time remaining before the Aged Database Utility changes an SR from Waiting to Solved.

Content

We have our Aged Database Utility CI_Hours configuration set to 120 hours. So, basically we have our system set to change our incidents that are in Waiting Status to change to Resolved if the customer does not respond to the incident within 120 business hours.

I am trying to find a way to create a report column that will calculate the amount of time left until the Aged Database Utility sets an SR from Waiting Status to Resolved Status.

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