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I am trying to get an accurate initial response time from our Cases generic inquiry and need to account for Business Hours only. I know I can use the initial response field to provide an amount for the entire amount of time lapsed between case open and the first response but I need to calculate the total hours (and Ideally minutes too) for the Business hours that pass between case open and first response.
Business Hours: M-F 8:30AM - 5:30PM
Example:
Case Created: Saturday 10/24/2020 7:32AM
Initial Response: Monday 10/26/2020 5:23PM
Initial response Time: 57h 51m
*Goal* Initial Response Time (Business Hours Adjusted): 8h 53m
Has anyone had this requirement before and potentially have a way of calculating this on a GI? Or is there some preference I am missing that we could use to set this up for the field to calculate with business hours only calculated?
I have been running through so many different formulas and cannot get the GI to give me the correct calculation for some reason (most likely user error here).
Thanks!
Regarding the idea of Acumatica calculating this automatically, I don't think there is a way, but that would be a good question for the new Acumatica community forums at https://community.acumatica.com . Most of the forums content here on AUGForums.com will now focus on the reporting tools in Acumatica.
Regarding how to calculate it in a Generic Inquiry, off the top of my head here, what about taking the Case Created pieces apart, adding days/hours to the pieces, and putting them back together again.
For the appropriate day, you could detect a weekend day with the DayOfWeek() function and move it to the following Monday.
For the appropriate hour, you could detect if it's before 8:30am or after 5:30pm with the Hour() function and move it to the next working our if it's outside the bounds.
The resulting formula might be pretty long, but it should work in theory.
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