Hi all! Has anyone ever successfully built a report on cases out of SLA? This would require somehow creating a filter that only shows cases after a set period of time. Thanks in advance!
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@Jacquelyne The “WHY” behind the need for the out-of-SLA Cases may be helpful to determine the best solution for you, as well as the general quality and completeness of your Case data.
In the meantime, here are three potential inspirations for you:
In Reports, you can simply add a filter where the Case Created Date is more than 60 days ago (or whatever your threshold lands).
In Reports, you can add a Formula Field, which lets you perform transformations or calculations on your data. For this use case, the Date Diff formula comes to mind, whereby you calculate the number of Days (or Weeks or Months or Quarters or Years) between a Created Date and Today. Once created, you can add that field to display and/or you can use to as a filter (only show Cases where the Date Diff is greater than 60 days). https://support.gainsight.com/Gainsight_NXT/Reports_and_Dashboards/User_Guides/05_Formula_Fields_in_Reporting
In Data Management, you can also add a Calculated Field, which is similar in concept to a Formula Field. The Date Diff formula is available here too.
As to which to pick, it depends on your use case. The filter approach is pretty quick and easy. If you think you’ll to more with the Case Age (calculating averages, etc.), then you probably want the more advanced choices. If you use a Formula Field in Reports, that formula is available only within that single Report. This is helpful if the formula has very limited uses, such as appearing in a single Report. If you use a Calculated Field in Data Management, there’s a bit more setup, but the field becomes part of your dataset and is available everywhere (all Reports, all Rules, etc.) This is helpful if you are likely to use the new field repeatedly in many ways (you’ll build a Report, you’ll fire a CTA, you’ll base a Health Score from it).
Lots of detail here, but giving you some ideas and resources to check out further.
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