Question: How is Time to Close column computed on the Closed Case Analysis Report in Reports >Customer Service > Closed Case Analysis?
Answer: The difference between the Incident Date field and the Date Created field:
Incident Date: It is initially the same date as the Date Created. This date can be editable by users.
Date Created: This is the date when the Case record is generated or saved. This field is system generated and cannot be edited.
The Time to Close is calculated based on the Date Created field. Changing the Incident Date field will not change the Time to Close.
If the case has been closed and never re-opened, then it is based on the Date Created field.
If the case has been re-opened and then closed, then the Time to Close is calclulated based from the Date Last Modified field.
Incident Date: It is initially the same date as the Date Created. This date can be editable by users.
Date Created: This is the date when the Case record is generated or saved. This field is system generated and cannot be edited.
The Time to Close is calculated based on the Date Created field. Changing the Incident Date field will not change the Time to Close.
If the case has been closed and never re-opened, then it is based on the Date Created field.
If the case has been re-opened and then closed, then the Time to Close is calclulated based from the Date Last Modified field.
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