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. 

Resolve Case Dialog

Field on DialogFiltered ViewField in View
Resolution TypeFilteredIncidentstatuscodename
ResolutionFilteredIncidentResolutionsubject
Total TimeThis 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 TimeFilteredIncidentResolutiontimespent
DescriptionFilteredIncidentResolutiondescription

FilteredIncident fields

FieldNotes
activityid 
activitytypecodeAlways returns 4206 (object type code for incidentresolution entity)
activitytypecodenameAlways returns Case Resolution
actualdurationminutes 
actualend 
actualendutc 
actualstart 
actualstartutc 
category 
createdby 
createdbydsc 
createdbyname 
createdbyyominame 
createdon 
createdonutc 
createdonbehalfby 
createdonbehalfbydsc 
createdonbehalfbyname 
createdonbehalfbyyominame 
descriptionThe text entered in Description in the Resolve Case dialog
importsequencenumber 
incidentid 
incidentiddsc 
incidentidname 
incidentidtype 
isbilled 
isbilledname 
isregularactivity 
isregularactivityname 
isworkflowcreated 
isworkflowcreatedname 
modifiedby 
modifiedbydsc 
modifiedbyname 
modifiedbyyominame 
modifiedon 
modifiedonutc 
modifiedonbehalfby 
modifiedonbehalfbydsc 
modifiedonbehalfbyname 
modifiedonbehalfbyyominame 
overriddencreatedon 
overriddencreatedonutc 
ownerid 
owneriddsc 
owneridname 
owneridtype 
owneridyominame 
owningbusinessunit 
owningteam 
owninguser 
scheduleddurationminutes 
scheduledend 
scheduledendutc 
scheduledstart 
scheduledstartutc 
serviceid 
statecode 
statecodename 
statuscode 
statuscodename 
subcategory 
subjectThe text entered in Resolution in the Resolve Case dialog
timespentThe time entered in Billable Time in the Resolve Case dialog
timezoneruleversionnumber 
utcconversiontimezonecode 
versionnumber 

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