Business Hours Age field behavior
|Knowledge Article Number||000240744|
|Description||Once you have enabled the Case Duration/Age in Business Hours feature (see linked article for activation instructions), you will have a field called "Business Hours Age" available to display on Case reports.
This field can be very helpful in determining how long a case has been open, once you understand what is being displayed.
|Resolution||The calculation behind the "Business Hours Age" field is fairly complex. A simplified version of it would be
(number of business hours case has been open) / 24 hours in a day = number of days case has been open
Let's use an example to show how you might verify this using simplified math:
Case opened 7/14/2016 at 1:40 pm
Case closed 8/4/2016 at 2:00 pm
The default business hours are Monday - Friday 8am-5pm (9 hours per day)
The case was open almost exactly 14 business days so I will round to simplify the calculation.
14 business days * 9 hours = 126 business hours
126 hours / 24 hours in a day = 5.25 business days