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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Resolutions Reports
Microsoft Dynamics CRM (Archived)

Case Resolutions Reports

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Posted on by Silve1999 455

I am writing a report to show billable time, I would like to display both billable time and total duration of all activities as sometimes we take longer than is billable to resolve cases.

I have made a report using time spent as i thought this was the case resolutions billable time however now im not so sure....

can someone please point me in the right direction to get the values for the two and report on them? 

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  • Verified answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    David,

    The Total Billable Time is stored in the field: "TimeSpent"

    while the total activity time is not stored in any field, you need to have SUM function in your report to SUM all related Activity, or another approach once the Case is resolved, you save the SUM to somewhere else.

    You can see this:

    missdynamicscrm.blogspot.com/.../capturing-and-storing-case-resolution-case-entity-CRM.html

    Hope this can help you!

    Thank you.

  • Silve1999 Profile Picture
    Silve1999 455 on at

    thanks for that...

  • Silve1999 Profile Picture
    Silve1999 455 on at

    do you know where the actual activity stores the time?

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    David,

    Each activity will have start time and end time (Actual and schedule)

    For Case Activities, you can check the field : actualdurationminutes

    in the each Activity record, while this actualdurationminutes in the Case Resolution entity will not give you the value (because it is the actualdurationminutes for this Case Resolution, not the Case Activity)

    So that you need to sum Case Activities by adding up each 'actualdurationminutes' field from each related Activities of the Case.

    Hope this helps.

    Thank you.

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