How to calculate closure time using the business hours

On the Remedyforce Administration > Application Settings > General Application Settings page, the option Calculate closure time using the business hours of is provided to configure the setting that enables you to get the total time that is spent to close an incident or a service request, starting from the time when a record is in the Opened state till the record is moved to the Closed state. The calculation is based on the configuration of business hours (including time zone) of either Account, Client or Salesforce Organization. To calculate the closure time, the option that you select in this field and the values in the Opened Date and Closed Date fields are used. The closure time is stored as business days in the Time to Close (Business Days) field.

The Time to Close (Business Days) field is added to the Incident object. By default, the Time to Close (Business Days) field is not available on Incident and Service Request forms. When you add the field to the forms, the value of the field is read only and staff members can only view the value. To view the value of the field, after closing a record, staff members must close the record tab and open the record again.

Calculating closure time when business hours are configured

For example, assume that you configured the business hours for a client as 9 AM till 5 PM CST, Monday to Friday and selected the Client option in this field. When an incident is submitted and closed for a client, the closure time is calculated as follows:

• Closed on the same day - An incident is opened at 4 PM on February 16 and closed at 5 PM. The closure time in business days for this record will be 0.12 days.
• Closed after a few days - An incident is opened at 1 PM on February 16 (Thursday) and closed at 3 PM on February 17 (Friday). The closure time in business days for this record will be 1.25 days.
• Closed after a weekend - An incident is opened at 11:15 AM on February 16, 2017 (Thursday) and closed on February 21, 2017 (Tuesday) at 2:00 PM. The closure time in business days for this record will be 3.2 days.

Calculating closure time when business hours are not configured

If business hours are not configured for the option that you select in the Calculate closure time using business hours of field, business hours of other options are considered for calculations in the following order - Client > Account > Organization. For example, you select Client in this field and the business hours are not configured for the client selected in an incident. The business hours of the account selected on the Incident form are considered. If an account is not selected on the form or business hours are not configured for the account, business hours of your Salesforce organization are considered.

Important considerations

• The time is calculated starting the time when a record is moved to the Opened state till the record is moved to the Closed state.
• In calculating the time to close, SLAs applied on a record are not considered.
• If an account is not selected on the form or business hours are not configured for the account, business hours of your Salesforce organization are considered.
• If you reopen a record, the time to close a record is reset to blank and is recalculated beginning from the opened date and time. To calculate value of the field, the values in both the State and Status fields must be Closed.

Related topic

General settings for Remedyforce