Want:
- Report that shows the current case owner & the last owner before that.
- Also shows the article name attached to the case (if an article is attached)
Here's what I've gathered but please let me know if I've just missed something:
- Case History report type shows that old and new value for case owner but I can't use this in a Joined report or a custom report type.
- Several discussion boards seem to indicate it's not possible w/Case History report type right now.
- Life Cycle didn't appear to be an option when attempting to build a custom report.
- Maybe I overlooked something?
- Did create a Joined report using Life Cycle with a custom report type of Cases with or without Articles.
- Issue: Way too many rows under Case History Owner w/other data. Trying to minimize as much as possible to show who current & last case owner is.
I am leaning towards a Case History field formula but am reaching out because I have this feeling I'm overlooking something for some reason.
2 respuestas
Hi Marie,
A very reportable method would be to create a custom lookup field to User, and use process builder to copy the previous owner into it whenever the owner changes. You would use the formula: PRIORVALUE([Case].OwnerId)
The main downside is that it would only work for cases whose owners change in the future, and would not collect data retroactively.
