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            Fields Available for Case Reports

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            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.

            Cases
            Field Description
            Last Activity This field for the Cases report type is populated from the Last Activity field in the Contacts object. The Cases report type doesn't include a Last Activity field from the Cases object.
            # Cases Submitted

            The number of cases submitted by Self-Service users via the Self-Service portal.

            (Self-Service Usage Report)
            # Cases Viewed

            The number of cases viewed by Self-Service users via the Self-Service portal.

            (Self-Service Usage Report)
            # Comments Added

            The number of comments added to all cases by Self-Service users via the Self-Service portal.

            (Self-Service Usage Report)
            Entitlement Process Start Time

            The time the case entered an entitlement process.

            This field displays if an entitlement process applies to the case.
            Entitlement Process End Time

            The time the case exited an entitlement process.

            This field displays if an entitlement process applies to the case.
            Super User

            A contact enabled to view case information, add comments, and upload attachments for all cases anyone in the company submitted via the Self-Service portal.

            (Self-Service User Report)
            Self-Service Commented A checkbox showing a comment was added to a case via the Self-Service portal.
            New Self-Service Comment A checkbox showing someone added a comment to a case via the Self-Service that the case owner didn’t review yet.
            Is Incoming

            A checkbox showing a case was received by email via the Email-to-Case or On-Demand Email-to-Case feature.

            (Cases with Emails Report)
            Age The age of an open case is the elapsed time from creation to the present. The age of a closed case is the elapsed time from creation to the closing time of the case. Age can be expressed in days, hours, or minutes. Note that the age of a case does not take into account any holidays that are associated with the case's business hours. Holidays suspend business hours during specified dates and times.
            Closed A checkbox showing a case has a closed status.
            Escalated A checkbox showing a case was escalated by an escalation rule.
            Public Case Commented A checkbox showing a case has comments that may be displayed via the Self-Service portal.
            Has Attachment

            A checkbox showing a case with emails has attachments.

            (Cases with Emails Report)
            Old Value

            The value in a tracked case or solution field before it was changed.

            (Case History Report and Solution History Report)
            New Value

            The value in a tracked case or solution field after it was changed.

            (Case History Report and Solution History Report)
            Business Hours

            The number of business hours that have elapsed since a case was last updated. Note that holidays are not taken into account for this field. Holidays suspend business hours during specified dates and times.

            (Case History Report)
            Business Hours Since Similar Change

            The number of hours that elapsed since the same field on a case was last updated. Note that holidays are not taken into account for this field. Holidays suspend business hours during specified dates and times.

            (Case History Report)
            History ID

            The unique identifier for each change tracked on a specified case or solution field.

            (Case History Report and Solution History Report)
            Account Name The account associated with the contact on the case.
            Parent Case ID The ID of a parent case, which can be used to access a parent case via the API.
             
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