I would really appreciate your help on this one!
I am trying to write a formula which highlights any entry with subcategory of "server", where the difference between the date and time the call was opened and closed is greater than one hour. This hour SLA should only be applicable during our service hours which is 8am - 6pm.
So far I have this:
TimeVar SetStart := TimeValue(08,00,00);
TimeVar SetEnd := TimeValue(18,00,00);
If{subcategory.description}="Server"
AND (DateDiff("h",{request.opened_date_time},{request.closed_date_time})>1
AND time({request.opened_date_time}) IN SetStart TO SetEnd
AND time({request.closed_date_time}) IN SetStart TO SetEnd)
THEN ({request.closed_date_time};crRed)
ELSE ({request.closed_date_time};crNoColor)
This works fine for the most part however it is not accurately capturing all the breached calls. For example, there's a call which was opened before 8am, closed before 6pm but took longer than one hour to fix and this is not being highlighted. I understand that there is a problem with the middle of my formula, where I'm specifying the service hours. I need to capture all breaches beside those where the call was both opened and closed outside of our service hours.
It's a long one, but I hope it makes sense and I hope one of you lovely people can prevent me from pulling any more of my hair out.
Thanks!!