Question:

I am using MS CRM 4.0 and have a few workflows on my case management.  One of them is for case exculation based upon case severity.  In essence after so many hours the case priority will be set to esculated.

This works fine but it does not take into account the non workable hours or days.  So if for example a level 4 case is set to esculate within 24 business hours.  If the case is created on Friday at 4pm (we close at 5pm) the case will esculate on Saturday. (Wew are closed on saturday)  The case should not count Saturday and sunday as time opened and the case should esculate on Monday at 4pm.

Is there any way to do what I need within the workflow?

Solution:

The bad news is that this is not natively supported in MS CRM.

The good news is that there is a free add on that will allow you to do this: http://jamesdowney.net/blog/post/Add-by-Business-Days-Workflow-Activity.aspx

Post back and let us know if it works.  I’ve not tried it myself.