Hi, I'm very new to Crystal and would appreciate some guidance. I am trying to create a report which will highlight SLA breaches based on the subcategory type, SLA threshold relating to that subcategory and the actual time it took to resolve the call. Hope it makes sense so far!
I've managed to create a report with various parameters and have placed a formula on my "ClosedDateTime" field which will highlight this field in red if the conditions laid out in the formula are met.
Example:
if {subcategory.description}="Server" AND DateDiff("h",{request.opened_date_time},{request.closed_date_time})>1
then
(
{request.closed_date_time};crRed
)
Else
(
{request.closed_date_time};crWhite
)
This seems to work beautifully but I have an issue, how do I specify what our working hours are? Our support hours are between 08:00 and 18:00 therefore the SLA threshold are only valid within these hours.
Any pointers you can give would be great!
Thanks
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