Salesforce: Calculate Case Age considering Salesforce Business Hours

Requirement being Salesforce Business Hours need to be considered while calculating a Case Age, and Business hours can change anytime:
Case 1: The Default Business Hours are Mon -9 am to 5 pm, tue -9 am to 5 pm, wed -9 am to 5 pm, thu -9 am to 5 pm, fri -9 am to 5 pm.
A case opened on Monday 10 am when checked on the following tuesday 9 am should show 8 hours
Case 2: The Default Business Hours are Mon -10 am to 6 pm, tue -8 am to 4 pm, wed -9 am to 6 pm, thu -9 am to 5 pm, fri -8 am to 4 pm
A case opened on Monday 10 am when checked on the following tuesday 9 am should show 9 hours

Also, if national holidays or public holidays [which might occur on weekdays] need to be excluded while calculating the Case - A scheduled apex is the only way. The following code snippet gives a solution to Case Age considering default Salesforce Business Hours.


global class ScheduledApexOnCase implements Schedulable {    

    global void execute(SchedulableContext sc) {
    
    Date today = system.today();
    Decimal caseAge;
    List newCaseList = new List();
    
    BusinessHours stdBusinessHours = [select id from businesshours where isDefault = true];
    newCaseList = [Select id, CreatedDate, Status, CaseAge__c from Case]; //CaseAge__c is a Text field
    for(Case eachCase: newCaseList) {        
        if(eachCase.Status != 'Closed') 
            caseAge = BusinessHours.diff(stdBusinessHours.id, eachCase.CreatedDate, today) / 1000 / 3600; 
        else 
            caseAge = BusinessHours.diff(stdBusinessHours.id, eachCase.CreatedDate, eachCase.ClosedDate) / 1000 / 3600;
        eachCase.CaseAge__c = String.valueOf(caseAge) + ' hours';        
    }
    update newCaseList;
    }    
}

Note:
Business Hours can be modified on Admin SetUp | Company Profile | Business Hours
BusinessHours.diff(stdBusinessHours.id, eachCase.CreatedDate, today) / 1000 / 3600; // This can be further divided by 8 or 9 hours to get the number of days [considering :working hours of 8 or 9 per day]
The ScheduledApex should run once in an hour to show the case age in number of hours

3 comments:

AnonymousNovember 9, 2011 at 6:11 PM
Hi, i tested your code given above while it seems to not work. As you said,"The ScheduledApex should run once in an hour to show the case age in number of hours"...but how to run the code or define the scheduled task in salesforce? Thanks in advance.
shruthiNovember 24, 2011 at 7:08 PM
Hello Anonymous!
One such method by which you can run this code once in every hour is scheduling the class to run:

ScheduledApexOnCase skedule = new ScheduledApexOnCase();
String timeOfRun = '0 00 * * * ?';
system.schedule('My Schedule Job On Case', timeOfRun, skedule);

The job runs at 8:00 AM, 9:00 AM and so on once in every hour!
VinodJanuary 2, 2012 at 10:53 PM
Please give me sample code to get holiday dates through schedule class

Monday, September 19, 2011

Calculate Case Age considering Salesforce Business Hours

3 comments: