Using a custom report type of Cases with or without Case Comments, not all comments are displayed. Example: On Case 12345, a customer (community user license) submits a case comment via the customer portal. On our side, a support agent comments on the customer's comment. On the customer side, the customer comments on the support agent's comment. Now we have three comments, all displayed as a comment thread in the Case Comments related list on the case. But, in a report, only the customer's first comment is displayed. The comments-on-a-comment don't seem to be recognized by the report as being related to the case. Is there any explanation for why this is? Are comments on comments (the comment thread) truly not recognized as being a comment on the case related to the first comment? Any other ideas on how to display in a report the comment thread that is displayed on the case?
@John Pollard yes you are spot on, I tested this and it does not display the additional comments in the report from the original comment. This is painful, the only way you can see the comment count is to use a query to retrieve as per below.
SELECT Id, ParentId, Body, CommentCount, Type, InsertedBy.Username FROM FeedItem WHERE Parent.Type='Case'
This probably doesn't help, but thought I would reply just in case you can use a query to view cases with no comments.
