|
Last Activity
|
This field for the Cases report type is populated from the Last
Activity field in the Contacts object. The Cases report type
doesn't include a Last Activity field from the Cases
object. |
|
# Cases Submitted
|
The number of cases submitted by Self-Service users via the Self-Service
portal.
(Self-Service Usage Report)
|
|
# Cases Viewed
|
The number of cases viewed by Self-Service users via the Self-Service
portal.
(Self-Service Usage Report)
|
|
# Comments Added
|
The number of comments added to all cases by Self-Service users via the
Self-Service portal.
(Self-Service Usage Report)
|
|
Entitlement Process Start Time
|
The time the case entered an entitlement process.
This field displays if
an entitlement process applies to the case.
|
|
Entitlement Process End Time
|
The time the case exited an entitlement process.
This field displays if
an entitlement process applies to the case.
|
|
Super User
|
A contact enabled to view case information, add comments, and upload
attachments for all cases anyone in the company submitted via the Self-Service
portal.
(Self-Service User Report)
|
| Self-Service Commented |
A checkbox showing a comment was added to a case via the Self-Service
portal. |
| New Self-Service Comment |
A checkbox showing someone added a comment to a case via the Self-Service
that the case owner didn’t review yet. |
|
Is Incoming
|
A checkbox showing a case was received by email via the Email-to-Case or
On-Demand Email-to-Case feature.
(Cases with Emails Report)
|
|
Age
|
The age of an open case is the elapsed time from creation to
the present. The age of a closed case is the elapsed time from creation to
the closing time of the case. Age can be expressed in days, hours, or
minutes. Note that the age of a case does not take into account any
holidays that are associated with the case's business hours. Holidays
suspend business hours during specified dates and times.
|
|
Closed
|
A checkbox showing a case has a closed status. |
|
Escalated
|
A checkbox showing a case was escalated by an escalation rule. |
|
Public Case Commented
|
A checkbox showing a case has comments that may be displayed via the
Self-Service portal. |
|
Has Attachment
|
A checkbox showing a case with emails has attachments.
(Cases with Emails
Report)
|
|
Old Value
|
The value in a tracked case or solution field before it was
changed.
(Case History Report and Solution History Report)
|
|
New Value
|
The value in a tracked case or solution field after it was changed.
(Case
History Report and Solution History Report)
|
|
Business Hours
|
The number of business hours that have elapsed since a case was last
updated. Note that holidays are not taken into
account for this field. Holidays suspend business hours during specified
dates and times.
(Case History Report)
|
|
Business Hours Since Similar Change
|
The number of hours that elapsed since the same field on a case was last
updated. Note that holidays are not taken into
account for this field. Holidays suspend business hours during specified
dates and times.
(Case
History Report)
|
|
History ID
|
The unique identifier for each change tracked on a specified case or
solution field.
(Case History Report and Solution History Report)
|
|
Account Name
|
The account associated with the contact on the case. |
|
Parent Case ID
|
The ID of a parent case, which can be used to access a parent case via the
API. |
