Case Timer

Question

Hi 
 we have a client who want to setup 3 metrics on cases - example of one metric is that on the case they have a field called first response in and have 2 options to select from, 1 hour or 30 mins 
 when they send the first response this is date stamped and if this date is less than the case created date/time and the first response in selected then need to show that the first response has succeeded, but if they place the case on waiting then the timings need to pause 
 has anyone done anything similar before that could provide me with an idea on how to achieve this 
 they also have a site response in and resolve in fields that i need to do the same thing for

Matthew Shaw · Accepted Answer

Hi SIQ Vaguely, thinking it through you could do something where using Work flow and SQL Statements you do the following 
 New field case_holdmin (int) New field case_startpause (datetime) New field case_alertstop (nvarchar(1)) 
 When pausing it timestamps the start pause with getdate() and on the unpause you use datediff(mi, case_startpause, getdate()) and update the case_holdmin with case_holdmin + the datediff result (you add holdmin because you might pause it multiple times). Also when held change the stage from logged to something like Paused (so the alert knows not to fire during this time 
 Alert is triggered if datediff(mi, case_createddate, getdate()) - case_holdmin > case_firstresponse (either 30 or 60) and case_stage = logged and case_alertstop is null 
 So then fire off the alert and set the case_alertstop = 1 (to stop it firing a second time) 
 I like using stop fields as text not check fields as then you can reuse them for later alerts. E.g. A second later alert could fire if the the stop field is null (never fired before) or stop = '1' (has fired before) used something like this to fire off a quote reminder to a customer after firing three times (once per week) the opportunity would auto close.

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Case Timer

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