Service Request Aging Analysis

Question

Hello All,
I am trying to create a report in Siebel off the canned aging report. It seems to give me the average age in calendar days which is fine, however I need to report on number of business days.
The data I need specifically is:
Service Request's (SR's) Average Age - This is default
Average age of open SR's business days - This is the tough one, I need to have > 5 business days and < 5 Buisness days
Average age if not closed on the first contact - Buisness and Calender days
SR's open greater then 5 days - Buisness and Calender days
If anyone has any advice if this is possible or how to go about having Siebel create the report for me, that would be great.
Thanks in advance
~The Call Guy

Answer 1

Okay, if your report is using the Service Request History subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))-(WEEK("Service Request"."Opened Date")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date")-WEEK("Service Request"."Opened Date"))+(2-WEEK("Service Request"."Opened Date"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date")))
If your report is using the Service Request subject area, use this code exactly:
(CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Closed Date and Time" )=1
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */
WHEN DAYOFWEEK("Service Request"."Closed Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))-(WEEK("Service Request"."Closed Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Closed Date and Time")-WEEK("Service Request"."Closed Date and Time"))+(2-WEEK("Service Request"."Closed Date and Time")) END)
- (CASE WHEN /* Convert Sunday to the Business Day Of the Year */
DAYOFWEEK("Service Request"."Opened Date and Time" )=1 THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-2) /* Convert Saturday to the Business Day Of the Year */ WHEN DAYOFWEEK("Service Request"."Opened Date and Time" )=7
THEN (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))-(WEEK("Service Request"."Opened Date and Time")-1) /* Convert Mon-Fri to the Business Day Of the Year */
ELSE (DAYOFYEAR("Service Request"."Opened Date and Time")-WEEK("Service Request"."Opened Date and Time"))+(2-WEEK("Service Request"."Opened Date and Time"))
END) + /* Adjust for Year Change */ (365 * (YEAR("Service Request"."Closed Date and Time")-YEAR("Service Request"."Opened Date and Time")))
I have verified that both formulas are error free when used in the correct subject area... the column that you start with does not matter... just be sure to completely blank the existing formula before pasting in this one.
Let me know how it goes.
Mike L