https://na8.salesforce.com/img/rptcaselifecycle.gif
What customizations need to be made to change the formatting to something that will display the case age for each status?
Yeah, you'll need to create the report using the settings that I posted before:
Format(Matrix)
Row(Case Owner)
Column (Case Status)That looks like a basic Matrix Report grouped by Row(Case Owner) and Column (Case Status)
Can you post a screenshot of the report and settings, groupings, fliters, etc that you're using?Case Lifecycle
Run case lifecycle reports to view the results of the Range field, which indicates the length of time since the case last changed status or owner. Each time the status or owner changes, the counter begins again at zero.
Product Documentation
@Brian Makas unfortunately a Case Lifecycle Report does not have a neat and tidy built-in field that you can filter on, like the Stage Change checkbox field in an Opportunity History Report. "It is what it is..."
Sure thing @Steve Molis (and thanks again)
- You see in rows one and two the case was changed from a queue to a rep and it stamped that as a change despite report not being grouped by user
- Row 3 is what I was but the report sees all three rows as a "status change" and averages out results
- Row 4 and 5 again just an owner change
- Row 6 and 7 again just an owner change
Since report (as far as I can tell) doesn't have any flag indicating if audit row was triggered by status or owner I can't filter out the extra information
- You see in rows one and two the case was changed from a queue to a rep and it stamped that as a change despite report not being grouped by user
@Brian Makas can you post screenshots? For questions related to Reports and Dashboards those are really helpful
(otherwise it's kinda like playing "Pin the Tail on the Donkey")
@Steve Molis When grouping just by status it still shows all owner changes as if they were status changes.
@Brian Makas if all you want is the "Time in Status" then just group the Report by the Historical Status and sum the Status Duration
Thanks @Steve Molis, sadly it looks like there's still no option to track time in stage on its own but appreciate the reply.
