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Work Calendar for Business Days in Support Managment
All that use Support Management, please review SUITEIDEAS Enhancement Request 450157 related to Case Management.
Title: Support Metrics - Incorporate work Calendar
Details indicate: The support metrics are a good start but I believe the metrics should be more precisely tailored. The enhancement I suggest is to also include a work calendar tied to a case profile to omit off hours, weekends and holidays by that case profile.
There are complex formulas that can be incorporated into some Saved Searches that can target routine Business Weeks. These formulas have to be repeated in each saved search.
I have used some of the solutions in SuiteAnswers to accomplish some of this through Formulas but repeating this in each variation of Case searches (and not yet completely available in Analytics) is cumbersome. Since holidays change each year, they require ongoing maintenance. Using a Work Calendar as the basis could alleviate this repetitive formula work around.