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How to report on time tracked in a case

Hello all,

we have implemented Dynamics 365 Customer Service and try to report on the total time a support engineer spent on a case. I have found the information, that the total time spent on a case is not saved as a value on the case entity but on the case resolution entity. There are two questions open for us:

1. Is it possible to get the value from case resolution to the case? Or is there another way to get the value to report on it in a view containing case data?

2. Is it possible to add customer entries/activities to the timeline (we have one for other time spent on the case) and have all times reported on that included in the total time?

Thank you in advance

Hi Clara,

Regarding Question1 -

Yes, we can get the value from Case Resolution to Case entity. From the below screenshot, you can see that Case Resolution has N:1 relationship with Case entity.

You can easily bring the field value from Case Resolution entity to Case entity via Mapping and get the value on Case.

Regarding Question# 2 - Is it possible to add customer entries/activities to the timeline (we have one for other time spent on the case) and have all times reported on that included in the total time?

You can try to implement like https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/define-rollup-fields#aggregate-data-for-a-record-from-related-records

If this is helpful, kindly mark this as verified.

Thanks,

Rakesh

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