Reporting on cases

Reporting on cases and resolutions can be frustrating until you discover that the information recorded in the Resolve Case Dialog window is found in more than one view.

When a case is resolved, a special type of activity called a case resolution is added to the case. To write reports on Cases, the following filtered views might be needed:

• FilteredIncident - contains the core details of a case but nothing on time spent

• FilteredActivityPointer - contains details of activities that regarded to the case, the actualduration column may be used to total up time spent on a case.

• FilteredIncidentResolution - this contains details of the resolve activity when a case is closed. In particular the user specified billable time is found here.

Field on Dialog	Filtered View	Field in View
Resolution Type	FilteredIncident	statuscodename
Resolution	FilteredIncidentResolution	subject
Total Time	This field is the sum of durations on closed activities for the case. Although it is shown in the Resolve Case Dialog it does not seem to be recorded anywhere. By default, Billable Time is set to equal Total Time but Billable Time can be overwritten when resolving a case.	None
Billable Time	FilteredIncidentResolution	timespent
Description	FilteredIncidentResolution