I have a requirement here. I have to change the color of a case flag from yellow to red depending upon certain criteria. the criteria is Whenever an Email-to-case is created and Case owner is in "Unassigned Queue" ( Case owner is mapped with a queue ). If the case is in Unassigned queue , then i should display a yellow flag. if the case remains in Unassigned queue for more than 15 minutes, then i should display a red flag. Now, I have created a custom datetime field (say UnassignedDate__c), so whenever Case Owner is moved to Unassigned Queue, then UnassignedDate__c gets populated. I would make the flag to yellow. But i want to check for the red flag condition here. Here, i have to check for EST time for 15 minutes. I tried something like this
IF( NOT (ISBLANK(UnassignedDate__c)) , IMAGE('myyellowimage'), IF( VALUE(ROUND(MOD( ((NOW()-0.1667)-UnassignedDate__c)*1440,60),0)) >= 15, IMAGE('myRedImage'), ''))
I'm not sure what am missing here. I'm unable to get red image. but i'm getting only yellow image.