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Season’s greetings to you and yours! As we head into the holidays (December 24 – January 4), we want to take a moment to celebrate the incredible strength and collaboration within our community. Even during the break, you can continue to benefit from connecting with peers, searching related threads, posting your questions, and marking helpful replies as “Accepted” in the Support Community.
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Validate Support Case Duration
Due to the multi-tasking nature of our Support Dept, we rely on them to enter an estimated Support Case duration, rather than start/stop a clock or use other time tracking features. This works OK, but we occasionally have instances where an employee will inadvertently enter the duration of a Support Case in hours instead of minutes. For example, they will enter 15 instead of 0:15, resulting in 15 hours instead of 15 minutes.
This doesn't happen often but at a 60x overinflation of the duration, the data errors can have significant effect on our metrics.
I would like to create a workflow that checks the Duration field for each Support Case. If the duration entered exceeds 60 minutes, a dialogue would ask the user to confirm their entry or go back and fix it.