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Scenario Overview

In our example, a customer wishes to know the number of business hours which have elapsed from when a case was created to when a response was made. 

We shall use a North52 function called GetDifferenceWorkingTime() to calculate it. We will then save it in a custom field called Business Hours Elapsed

Note : You will need to create a custom field called new_businesshourselapsed for this example. 

N52 Formula Manager Solution

The Formula Manager solution works like this:

  • Whenever the field Follow Up By is updated on the Case entity,  the formula is triggered
  • The formula will calculate the time elapsed between the Creation On date/time of the case and the Follow Up Bydate/time
  • It will then update a custom field called Business Hours Elapsed with this calculation. 


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