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Business Hours Age field values explained

Publiseringsdato: May 21, 2026
Beskrivelse

The Business Hours Age field calculates how long a case has been open in business hours rather than calendar hours. This field is available only after enabling the "Enable the Case Duration/Age in Business Hours" feature.

This field cannot be used as a filter or bucket field in reports.

Organizations where default Business Hours are set to 24/7 cannot use this field in reports.

Løsning

How Business Hours Age Is Calculated

Formula: (number of business hours the case has been open) ÷ 24 = Business Hours Age in days

Calculation Example

  • Case opened: 7/14/2016 at 2:00 PM
  • Case closed: 8/4/2016 at 2:00 PM
  • Business hours: Monday–Friday, 8 AM–5 PM (9 hours/day)
  • Total business hours open: 126 hours (14 days × 9 hours)
  • Business Hours Age: 5.25 days (126 ÷ 24)
Knowledge-artikkelnummer

000382808

 
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Salesforce Help | Article