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Enable Case Duration or Age in Business Hours for Accurate SLA Tracking

Udgivelsesdato: Apr 22, 2026
Beskrivelse

The Business Hours Age field calculates how long a case has been open based only on your organization's defined business hours, excluding nights, weekends, and holidays. This is essential for accurate Service Level Agreement (SLA) tracking and reporting, as it measures case age in actual working hours rather than calendar time.

Enabling the 'Case Duration/Age in Business Hours' feature exposed the Business Hours Age field in applicable Case object reports. 

Available Editions:

All Editions

How to Activate:

Submit an activation request with Salesforce Support

Prerequisites:

Review Salesforce documentation on the Business Hours Age field behavior before submitting an activation request.

Løsning

The 'Case Duration/Age in Business Hours' feature must be explicitly activated by Salesforce Support before it is available in your organization.

Requesting Activation:

If you've reviewed all relevant documentation and still need assistance with activating this feature, please have a System Administrator create an activation request with Support 

Feature Notes:

  • The Business Hours Age field will not be available for custom report types built on case object or for any other objects even after enabling the 'Case Duration/Age in Business Hours' feature.
  • If a User has their access to the 'Closed Date/Time' field limited through Field Level Security or Field Accessibility then this field will not be available for use. 
  • The Business Hours Age field is a reporting field that is not editable at the record level and cannot be used as a filter or bucket field in a report.
  • The regular "Age" field will still be visible in Case object reports even after enabling the feature "Enable Case Duration/Age in Business Hours." 
Vidensartikelnummer

000387290

 
Indlæser
Salesforce Help | Article