Reporting on Support Activity

Use support reports to track the number of cases created, case comments, case emails, case owners, case contact roles, cases with solutions, the length of time since the case last changed status or owner, and the history of cases.

You can also report on the solutions for your organization, including solution history, the languages in which solutions have been written, and whether translated solutions are out of date. If you have enabled the Self-Service portal, you can run reports to track usage of your Self-Service portal.

1. 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.
2. Fields Available for Solution Reports
   You can report on a number of key solution fields in addition to the standard and custom fields.