I am trying to make a report that shows "lapsed cases" so that I can see which cases have not received a response, meaning an email or a call logged in the last three days. I couldn't get the relative date to work with last three days so I have LAST WEEK. Something is triggering the "last activity" change, but I don't know what it is.
Am I using the right field for this?
Leor, it's the most-future Due Date of a completed Task, or Start Date of an Event: Differences between Last Activity and Last Modified Dates (salesforce.com)
If it's not updating, my first guesses would either be that it's a Task not marked Completed, or that you're using a custom date field. In either of those situations, if you want to roll up activities that don't meet the above criteria, you'd likely have to use an add-on tool like DLRS or Rollup Helper to roll up the last date of activities related to the Case.
