Cases Report

Hi haritha raghavan ,

Since you've already created a custom integer field to capture the days to close, you have a good start on what else you will need. The next thing to do is create a dropdown field to capture the time-to-close ranges you want to report on (e.g. "30 Days or Less", "31 to 60 Days", "Greater Than 60 Days"). When creating that field, make it calculated so that it evaluates the integer and assigns the corresponding dropdown entry. The formula would look something like the following:

ifElse(
    isInList(
        $status,
        createList(
            "Closed"
        )
    ),
    ifElse(
        not(
            greaterThan(
                $days_to_resolution_c,
                30
            )
        ),
        "30 Days or Less",
        ifElse(
            not(
                greaterThan(
                    $days_to_resolution_c,
                    60
                )
            ),
            "31 to 60 Days",
            "Greater Than 60 Days"
        )
    )
)

Once you have that field created, force recalculation on your existing closed cases. Then, you can then build a summartion report grouped on your new dropdown field with a pie chart to see the percentage of cases closed in 30 days or less compared to the entire set of closed cases.

Chris

Hi Chris,

Thank you for your response,

I am getting this error?

Is there anything I can do?

Cannot read properties of undefined (reading 'returnType')

Hi haritha raghavan ,

Please clarify where you are receiving the error. Please also paste a copy of the formula you are using.

Thanks!

Chris

Hi haritha raghavan ,

Please clarify where you are receiving the error. Please also paste a copy of the formula you are using.

Thanks!

Chris

I get the error when I am while saving the formula after making the field time_to_close calculated.

ifElse(
isInList(
$status,
createList(
"Closed"
)
),
ifElse(
not(
greaterThan(
$time_to_resolution_c,
30
)
),
"30 Days or Less",
ifElse(
not(
greaterThan(
$time_to_resolution_c,
60
)
),
"31 to 60 Days",
"Greater Than 60 Days"
)
)
)

I copy pasted your formula exactly te only thing I changed was the field name days_to_resolution to match the field name I had created which is time_to_resolution (I know i previously said days_to_resolution but that was the display label 

Hi haritha raghavan ,

Apologies, I had a syntax error in the formula I previously shared. Here is the proper syntax:

ifElse(
    isInList(
        $status,
        createList(
            "Closed"
        )
    ),
    ifElse(
        not(
            greaterThan(
                $time_to_resolution_c,
                30
            )
        ),
        "30 Days or Less",
        ifElse(
            not(
                greaterThan(
                    $time_to_resolution_c,
                    60
                )
            ),
            "31 to 60 Days",
            "Greater Than 60 Days"
        )
    ),
    ""
)

Chris

Thank you so much. That works. But how do you force recaculation?

Hi haritha raghavan ,

You can force recalculation on existing records via the list view mass actions menu.

Chris

Hi Chris, 

Thank you so much for helping out with this. I've been also asked to include cases that have the status: open as well. So for all cases that does not have the status as 'closed', how can I just show the status as open ? Would that be possible? Any help would be appreciated