Calculating the Resolution time in Case Management in Dynamics CRM

Posted on 2014-08-17
Last Modified: 2014-09-03

I am trying to use the Case Management module in Dynamics CRM but cannot figure out a way to track the resolution time of a case. How can i get a time between case creation and closure.

Please help.
Question by:GulfIT
    LVL 29

    Expert Comment

    Well a simple approach is to use Modifed On - Created On which gives you the elapsed time for a case.

    When a case is closed its status is changed therefore Modified On is changed.

    Or are you looking for something more detailed such as time worked on a case?

    Author Comment

    ideally i would want to know the days worked on the case on a view.
    LVL 29

    Accepted Solution

    That I think will require custom development to calculate and update a custom field for days worked when a record is retrieved.

    It might be easier to develop an SSRS report that shows the information you require because elapsed times can be calculated when the report is run.  

    Also, for days worked do you mean just elapsed time or do you need to add up the time spent on a case from associated activities?  No need to post the answer to this, it is just something that you need to consider.

    Author Closing Comment


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