We need to report on how long it takes to respond to a support case. Since we don't always email from Salesforce, we have created a new status and will ensure that it is always updated when we start working on a support case.
I'm trying to use the Case Lifecycle Report to view the duration between the status of New (when a case is created) and Work in Progress status (status that we have created). Ideally, the response would easily track that, but if the case owner is changed, the report tracks that as well, creating a duplicate entry for a case in our reports. How can we only track status changes and nothing else? I tried using the Case History report, but then I cannot track business hours/duration.
6 answers
Can you post a screenshot of the Report, Settings, and Filters that you're using, the results you're getting, and a mock-up of what you want? For questions related to Reports and Dashboards those are really helpful
