Case Lifecycle Report Duration Filter Returns Records with Zero Duration

Why Records with Zero Duration Appear in the Report

When a Case is created in Salesforce, some cases require a few milliseconds of processing time due to background rules and automation. Common causes include:

• A high number of rules (validation, assignment, workflow, or escalation) being evaluated
• A large number of criteria-based sharing rules being evaluated
• An Apex trigger being executed

The duration calculation uses the following formula:
[previous update date and time (previous historical record) − last update date and time (current historical record)] × 24
A difference of only a few milliseconds produces a duration value greater than zero, but the value is so small that it rounds to zero in the standard report display. The filter set to "greater than zero" still matches these records because the underlying stored value is not exactly zero.

View the Full Case Duration Value (Including Decimals)

To see the full duration value including decimal places, add a Summary Formula Column or Row-Level Formula to your report using the settings below:

• Format: Number
• Decimal Places: 8 (recommended; use at least 5)
• Formula: DURATION:SUM

Note: DURATION:SUM is a special formula syntax available in Case Lifecycle Reports that returns the total duration in days. If you use a Summary Formula Column, the calculation displays at the summary level. If you use a Row-Level Formula, the calculation appears on each detail row.
Business Hours Duration Note: Business Hours Duration is calculated as the number of hours the case was in a stage during defined business hours, multiplied by 24, to display the value in days. For example, exactly 5 business days at 9 hours per day equals 45 hours, or 1.875 days.