Hello all,
I need some help creating the case lifecycle report.
I need to create a report that will show results whenever the ownership of the case changes to users X, Y and Z.
I can run a Case Lifecycle Report that shows whenever there are changes on the cases while the Case History Owner is either X, Y or Z, but I cannot only count the changes when only the ownership was changed. For example, if Case 12345 had ownership change, had status change, and added a new value to custom field A, then the report will show it as 3 times instead of once. I only want to count the ownership change.
Is there a way to accomplish this?
I've tried to use the Case History report but because it doesn't allow me to filter old value/new value, that report doesn't work at all.
Please help!
Thanks!
Krystal
2 answers
Still looking for answer to the question...
My stakeholder needs a Case Lifecycle Report that only displays reports for Case Owner changes and not Status changes.
If the Case record changes ownership multiple times in the time frame covered by the report (in my use case, the last 24 hours) , the record certainly should show up on the report multiple times.
My report would be grouped by Case Owner.
The only issue would be if a Case changes ownership from Owner A to Owner B and then back again to Owner A, but this is very atypical of my organization and would happen very infrequently.
