Cases and reporting on time open

[PFoley]

Hi

We have sugar pro with a number of custom case based modules set up.
We're looking for a way of telling how long a case has been open for.
For example in a particular module we have a KPI where cases should be closed within 48 hours.

We can get a date where a case was created, but from what i can see there isnt any way of telling when a status was changed to closed.

My thoughts are to add a workflow which checks the status of the case to see if it is closed and to populate a closed date field. My concern is that if the the case is changed after being closed the workflow will overwrite the closed date in the field with the current date, and not retain the original closed date in there.

Secondly to this in the reports can we subtract the two dates to get the length of time a case was open for? This is probably something we want to group on too, so will we need to store this calculated value somewhere so it can be used to group by?

Any help or suggests are greatly appreciated.

[PFoley]

I wanted to bump this thread to see if anyone can help.

I've looked at using the customAgingField example but it seems that because the value is calculated and not stored in the db the list view screen wont display it, or sort on it (which is key to what we need) it also seems that you cant use these fields in the reports which is also key to measuring the KPI of staff.

I'm a bit perplexed that what I thought would be a fairly common requirement cant be achieved. Am I not approaching this correctly, or is it truly the case that Sugar just cant do this?

[christianknoll]

You can use our KINAMU reporter to report on that information. Create a KReporter Field that calculated the time (if you want classify in groups - A, B, C) and report on it. In the latest release (currently only available commercially) you can also report on the audit records and thus evalutae when e.g. the status did change to a specific value.

No need to run an jobs or store redundant data in the database. This can easily be done dynamically.

Your basic requirement also is fulfilled by the available free of charge basic edition.

christian.

Hi

We have sugar pro with a number of custom case based modules set up.
We're looking for a way of telling how long a case has been open for.
For example in a particular module we have a KPI where cases should be closed within 48 hours.

We can get a date where a case was created, but from what i can see there isnt any way of telling when a status was changed to closed.

My thoughts are to add a workflow which checks the status of the case to see if it is closed and to populate a closed date field. My concern is that if the the case is changed after being closed the workflow will overwrite the closed date in the field with the current date, and not retain the original closed date in there.

Secondly to this in the reports can we subtract the two dates to get the length of time a case was open for? This is probably something we want to group on too, so will we need to store this calculated value somewhere so it can be used to group by?

Any help or suggests are greatly appreciated.

[PFoley]

Hi Christian,

Thanks for getting back to me so quickly. One of the key bits of functionality we were looking for was to be able to put the "days open" for an issue in the list view screen. Also having it so it can be sorted by this to show the issues that have been open for the longest.

With the reporting side of things we have pretty much settled on Jasper Reports (although not implemented yet). I would be interested in seeing some pricing for Kinamu and possibly a comparison between the free and commercial versions. I had a look on your website but couldn't find any information about the reports anywhere (which I think was the reason we didn't look at it any further). Send me a PM with the details if you like.