---
schema_version: "1"
id: 3834dad29564c28a0adc31f74cea329beabb8ec98193c6a0d065fbac75c31799
title: Fields Available for Case Reports
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/reports_support_case_fields.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.reports_support_case_fields.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b188b0b559410cd099cbc5e07d5dd068e42c2ce77818a2d04f83b88ca8485757
description: You can report on a number of key case fields in addition to the ones that are included in the standard and custom report types.
products:
  - Cross Cloud
release: "264"
---
# Fields Available for Case Reports

You can report on a number of key case fields in addition to the ones that are included in the standard and custom report types.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:34.82587064676617%">
        <col style="width:65.17412935323385%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73510e36">Cases</th>
        </tr>
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73510e42">Field</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73510e45">Description</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Last Activity</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">This field for the Cases report type is populated from the <samp class="parmname">Last
              Activity</samp> field in the Contacts object. The Cases report type
            doesn't include a <samp class="parmname">Last Activity</samp> field from the Cases
            object.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname"># Cases Submitted</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The number of cases submitted by Self-Service users via the Self-Service
              portal.</p>
            <p style="margin-bottom:0;">(Self-Service Usage Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname"># Cases Viewed</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The number of cases viewed by Self-Service users via the Self-Service
              portal.</p>
            <p style="margin-bottom:0;">(Self-Service Usage Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname"># Comments Added</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The number of comments added to all cases by Self-Service users via the
              Self-Service portal. </p>
            <p style="margin-bottom:0;">(Self-Service Usage Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Entitlement Process Start Time</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The time the case entered an entitlement process. </p>
            <p style="margin-bottom:0;">This field displays if
              an entitlement process applies to the case.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Entitlement Process End Time</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The time the case exited an entitlement process.</p>
            <p style="margin-bottom:0;">This field displays if
              an entitlement process applies to the case.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Super User</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>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.</p>
            <p style="margin-bottom:0;">(Self-Service User Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">Self-Service Commented</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">A checkbox showing a comment was added to a case via the Self-Service
            portal.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">New Self-Service Comment</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">A checkbox showing someone added a comment to a case via the Self-Service
            that the case owner didn’t review yet.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Is Incoming</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>A checkbox showing a case was received by email via the Email-to-Case or
              On-Demand Email-to-Case feature.</p>
            <p style="margin-bottom:0;">(Cases with Emails Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Age</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <span id="reports_support_case_fields__age"><a name="reports_support_case_fields__age"><!-- --></a>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 <em>not</em> take into account any
              holidays that are associated with the case's business hours. Holidays
              suspend business hours during specified dates and times.</span>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Closed</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">A checkbox showing a case has a closed status.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Escalated</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">A checkbox showing a case was escalated by an escalation rule.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Public Case Commented</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">A checkbox showing a case has comments that may be displayed via the
            Self-Service portal.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Has Attachment</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>A checkbox showing a case with emails has attachments.</p>
            <p style="margin-bottom:0;">(Cases with Emails
              Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Old Value</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The value in a tracked case or solution field before it was
              changed.</p>
            <p style="margin-bottom:0;">(Case History Report and Solution History Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">New Value</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The value in a tracked case or solution field after it was changed.</p>
            <p style="margin-bottom:0;">(Case
              History Report and Solution History Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Business Hours</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The number of business hours that have elapsed since a case was last
              updated. <span id="reports_support_case_fields__HolidaySuspend"><a name="reports_support_case_fields__HolidaySuspend"><!-- --></a>Note that holidays are <em>not</em> taken into
                account for this field. Holidays suspend business hours during specified
                dates and times.</span></p>
            <p style="margin-bottom:0;">(Case History Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Business Hours Since Similar Change</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The number of hours that elapsed since the same field on a case was last
              updated. <span>Note that holidays are <em>not</em> taken into
                account for this field. Holidays suspend business hours during specified
                dates and times.</span></p>
            <p style="margin-bottom:0;">(Case
              History Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">History ID</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">
            <p>The unique identifier for each change tracked on a specified case or
              solution field.</p>
            <p style="margin-bottom:0;">(Case History Report and Solution History Report)</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Account Name</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">The account associated with the contact on the case.</td>

        </tr>
        <tr class="">
          <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e42 ">
            <samp class="parmname">Parent Case ID</samp>
          </td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d73510e36 d73510e45 ">The ID of a parent case, which can be used to access a parent case via the
            API.</td>

        </tr>
      </tbody>
    </table>