I see that duration keeps counting even after the case is closed. That makes no sense, but anyways, I read someones solution was to filter out closed but thats not a good idea because we want to know how long it took between the second to last status and the closed status. Really thats the most important time I want to see at least.
Can someone help me out with understanding how to use duration correctly. It can't be the way I described. I have to be doing something wrong or why would anyone want to use this field for the entire lifecycle. seems it's only useful if you want to see everything except the closed status.
3 answers
Yes I understand age is open to close and duration is how long it has been on each stage but I'm still trying to see why anyone would want to know how long it has been on the closed status?
It seems that to Steve's point it could just not show anything on closed status but when it's reopened it could show how long after it moves back to an open status and it would solve my issue and Steve's point on why he thinks it doesn't act this way. I won't bother submitting an idea as they probably still have another 10 years of lightning development.
Ok so what I'm getting from this is it's not a very good system (because if you've ever used it with groups it makes the numbers look bad to someone who just wants to look at it and doesn't know the quirks of Salesforce. The only way to have it work is to use both age and duration and filter out the close status but that gets rid of the closed timestamp unless I add yet another closed time field. I know I can build a bunch of time fields and calculate on that but that only works if the case always follows a predicable path.
