How to Track Time in a Support Case (Incident)

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Posted on by Dualsweat

Hi All,

We have recently deployed Dynamics CRM 2016 in the cloud and have moved it into production. I manage a global team of about 6 Support Engineers doing a volume of about 10 cases per day.

I have had a difficult time finding a way to track how much time an Engineer spends on an email, phone, call, or task and then tallying that time to show the 'time to resolve' a case.

The only clear location I have found to enter the amount of time an Engineer spent working a case is during the 'Resolution' action when you can enter your 'total time' spent. But, I cannot find a way to report on this value.

Are there any recommendations on how to track time and report on it in Dynamics CRM 2016? I have spent a lot of time on the forums and msdn, but found not simple or elegant solution.

Any advice is appreciated.

Thank You,

Matt M.--------

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PS 23,577 on at

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Following URLs might help:

www.microsoft.com/.../add-a-timer-control-to-the-case-form-to-track-time-against-an-sla.aspx

icu-mscrm.blogspot.com.au/.../microsoft-crm-basics-2-tracking-time.html

www.crmsoftwareblog.com/.../a-simple-way-to-track-billable-time-in-microsoft-dynamics-crm

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Nick.Doelman 1,947 Most Valuable Professional on at

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The way activities and cases work in CRM is that when you resolve a case, it will take a total of the "Actual Duration" fields in the related activities and that will the value you see in the total and billable time fields. When resolving a case, it will create a special activity called "case resolution" that will have this value.

However, the issue that I suspect that you are facing is that you are looking to report on this value via the case record, which doesn't exist. You need to report off of the "case resolution activities".

If you just want to "see" it, you can add an embedded chart on the case form showing the total actual duration time of related case activities.

What I have done in the past is used North52 formula (www.north52.com) that would copy the value from the case resolution activity to a custom field on the case record, then you could report that. The issue is that if you re-open and re-close cases, this number could get messed up.

Hope this helps!

Cheers

Nick

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Dualsweat 30 on at

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Thanks Nick! This is helpful!

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Dualsweat 30 on at

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Thank you Prashant, I will check these links! :)

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iruser2 2,048 on at

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using the links here and other posts I have been able to understand that the billable time is stored in the time spent field on the activity type case resolution.

I am struggling to find the time spent field however.

In advanced find I can make the query / view that finds my activity type case resolution. When I add fields however there is no field called billable hours or time spent.

In D365 online Which table / entity / record type is time spent on?

thanks!

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