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Create Custom Reports with the Case Milestones Report Type

Create custom reports for cases with or without milestones from scratch to suit your business needs with the Case Milestones report type. This report type helps you generate reports related to case milestone fields, enabling you to track and analyze SLA violations and entitlements efficiently. This report type also helps you analyze how an SLA has performed in the past, so you can make decisions more easily.

Required Editions

View supported editions.
User Permissions Needed
To create or update custom report types: Manage Custom Report Types
  1. From Setup, enter Report Types in the Quick Find box, then select Report Types.
  2. On the Report Types page, click New Custom Report Type.
  3. Under Report Type Focus, select Case Milestones as the primary object.
  4. Enter Identification information.
  5. Click Next and then Save.
  6. To edit the properties of this report type, under Fields Available for Reports, click Edit Layout.
    1. To add fields to the report type, click Add fields related via lookup.
    2. To create another section in this report type, click Create New Section. Name the section and click OK.
    3. To add fields to the new section, drag fields from the Case Milestones list.
    4. To set a field as default, click the field from the available list. Select the Default Column checkbox and then click OK.
    5. Save the properties.
  7. To generate custom reports by using this report type, from the App Launcher, go to Reports, and then select New Report.
  8. Select the report type you created by using the Case Milestones object and save.