I have been asked to figure out how long a SF case is worked on not just opened and closed but the actual time the case took to complete.
Hi Brett,
I would first try the Case Lifecycle report as this shows long a case was in certain statuses, so you could hopefully get the appropriate groupings and filters as needed.
Other than that, the best way to handle this is to put in a data model in place to track time for certain statuses. I've seen this done a couple of ways:
1. Fields can be added to a case to track the date/time a case enters a certain status and then leaves that status
2. A custom object can be used related to a case that creates a record for the date/time a case enters and leaves a status
There's actually a package you can install that builds a data model around this latter option.
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000E1hf7UAB
What then this allows is for you to report on how long a case was in certain statuses.
Thanks,
Mikey
