Add Time Field on Customer Service Report

User wants to see the time a support Case was created to track the service level targets. This is possible by adding a custom date/time field. Please see solution below:

 

Create Custom CRM Field:
1. Navigate to Customization > Lists, Records, & Fields > CRM Fields > New.
2. In the Label field, enter a name or description for the field.
3. In the Type field, select Date/Time.
4. Set the following:

• Store Value = T
• Under Applies To tab
• Case = T
• Under Display tab
• Sub tab = Main

5. Save as date created time field.

Perform Mass Update:
1. Navigate to Lists > Mass Update > Mass Updates > General > Case.
2. In the Mass Update page, set the following:

• Criteria Tab
• None
• Results Tab 
• Choose the preferred fields
• Mass Update Fields Tab
• Date Created Time field = {createddate} under the formula column

3. Preview mass update.
4. Click Perform Update.

Add Custom Date Field on Customer Service Report:
1. Navigate to Reports > Customer Service > Open Case Analysis > Customize Summary. 
2. Click customize.
3. Edit Columns > Open Support Cases folder.
3. Add date created time field.
4. Preview.
5. Save.

 

Note: Enhancement 182345 has been filed to have a column to indicate the time when the case was created.