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Calculating how long a case has been open RRS feed

  • Question

  • Hi,

    I'd like to add a columb to our open case views underr CRM 4.0 that shows how long each case has been open.
    I'm assuming I could add a new attribute called TimeOpen, which could then be added to the case form and use some script to calculate the difference between the current date and the created on date associated with the case.

    Once created, I could then add this columb to the various case views for a quick indication to our support guys how long their cases have been open.

    Is this the right way to go about this and if so can someone offer me a suggestion how I go about calculating this and making sure it updates correctly on screen.

    Many thanks in advance

    Dave C

    Saturday, April 25, 2009 11:33 AM

Answers

  • Hi Dave,

    calculated columns are not directly supported by CRM, but this is possible with a PlugIn.

    Add an column duration to the case and a Synchronous Post-PlugIn for the Retrieve, RetrieveMultiple and Execute message for cases.

    In this PlugIn you can calculate the duration and manipulate the response to display the correct value.

    Best regards,
    Jürgen

    Jürgen Beck

    Dipl. Kfm./Wirtschaftsinformatik
    MVP, MCSD.NET, MCITP DBA, MCDBA, MCSE
    Microsoft Certified Business Management Solutions Professional
    Microsoft Certified CRM Developer
    Microsoft Certified Trainer

    ComBeck IT Services & Business Solutions
    Microsoft Gold Certified Partner
    Microsoft Small Business Specialist

    Developing & Supporting Business Applications from small business to big enterprises covering scores of sectors

    http://www.combeck.de
    Saturday, April 25, 2009 1:06 PM
    Moderator

All replies

  • Dave,

    What is the duration of your cases (weeks? days? hours?). You can add a field as you mention and use script to calculate the difference, but you will only be able to trigger this when the case is open (onload). So you any views you use this calculated field will be out of date if the case has not been opened recently.

    If you only need an update to the time open daily, you might be able to create a process that calculates this each day (or maybe each hour)

    The problem you run into with views is there is no supported way to calculate formulas on the columns.

    You might be better off with a report or dynamic excel worksheet linked to CRM. There you can use forumlas.

    -Jason


    Saturday, April 25, 2009 11:58 AM
  • Jason,

    Many thanks for the response... we're a support company so we open and close cases all day, the duration should be as short as possible, but can sometime roll on and on depending on the issue. The reason I wanted a columb was to show the number of days a call had been open, so I guess if this were to update each evening this would be enough.

    Could this be done with a workflow that triggered each evening to update the field?

    Thanks again

    Dave C
    Saturday, April 25, 2009 1:02 PM
  • Hi Dave,

    calculated columns are not directly supported by CRM, but this is possible with a PlugIn.

    Add an column duration to the case and a Synchronous Post-PlugIn for the Retrieve, RetrieveMultiple and Execute message for cases.

    In this PlugIn you can calculate the duration and manipulate the response to display the correct value.

    Best regards,
    Jürgen

    Jürgen Beck

    Dipl. Kfm./Wirtschaftsinformatik
    MVP, MCSD.NET, MCITP DBA, MCDBA, MCSE
    Microsoft Certified Business Management Solutions Professional
    Microsoft Certified CRM Developer
    Microsoft Certified Trainer

    ComBeck IT Services & Business Solutions
    Microsoft Gold Certified Partner
    Microsoft Small Business Specialist

    Developing & Supporting Business Applications from small business to big enterprises covering scores of sectors

    http://www.combeck.de
    Saturday, April 25, 2009 1:06 PM
    Moderator
  • hi, how do i achieve this? regrds, maggy87
    Thursday, June 9, 2011 10:58 AM