I would like to know if, when performing a Data Update action in a DB Rule that deals with Date/Time fields, in particular custom fields, if the Working Hours defined in Service Level will be take into account.
I have a field called Assignment Date and I would like to create another custom field that will receive the result of Actutal Finish - Assigment date, under certain conditions.
So my question is, will this result take into account the working hours defined in the Service Level or not?
If not, is there an alternative that won't require me to use my "magical excel spreadsheet"? :P
I know that certain "duration" fields in SD take into account the defined SLA Working Hours, like Open Duration, Actual Duration etc.
What I would like to do is calculate the time elapsed fromthe Assignment Date/Time (custom field set when a call is assigned to a workgroup) and the Actual Finish (set when the call receives a closed/resolved status).
If I create a custom date/time field, I could try to hav it set via DB rule so that it will perform a Data Update action and assign to it the value of Actual Finish MINUS Assignment Date/Time, i.e. a "duration value".
So my question is, will this mathematical operation take into account the SLA hours, like the default Duration Fields in SC, or would this difference have to be worked out manually?