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modified date/time should update when activity completed
Please consider the following product changes:
Support organizations need to know when the last action(activity) on a case has occured to ensure cases are receiving regular attention. Currently, the only date/time tracking is via the modified date/time, which does not update when an activity has been completed. Please implement another field that can track the last time an activity has been performed on a case as we need to generate reports based on when the last action occured on a case.
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SrBlanco 11/08/06 |
I would add that any change to case details or certain related lists (emails, activities, comments, user definable) should increment this timestamp. It is difficult to hold my techs accountable when all of their actions against a case do not update this timestamp. |
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Scott_Jorgensen 11/08/06 |
There is a field on other objects such as Leads, Accounts, Contacts, and Opportunities called "Last Activity". I think having a similar field for Cases would meet the need. But we should probably keep the Last Modified date intact and simply add an additional field that aggregates all modifications such as comments, emails, activities etc. |
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Aliza 11/17/06 |
Yes, a separate "Last Activity" date would be even better. On some of our cases 90% or more of the activity isn't visible to the customer -- for example, email back and forth between Support and Engineering, or not-for-customer-eyes technical details (such as bits of source code). On the other hand, some modifications to the case shouldn't really count as "activity", such as putting it back in a queue to be picked up by support staff working in a different timezone. |
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Larry_Robinson 11/20/06 |
This one is on our roadmap for next year. Please vote for this idea to help us prioritize. |
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HRearden 02/16/07 |
This is a fantastic idea and would make our reporting capabilities much more diverse. Currently, I'm also using Winter 07's new workflow field updates to track the inverse of this. I have a field update set to activate when the case owner no longer contains Queue, which essentially gives me the first user action on a case. Having a Last Activity Date might allow me to capture when the first email or task was logged on a case, giving me a first response time -- very important for our business. |
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carlosr 02/23/07 |
I agree - having a field that would update no matter what changes have been made to the case would make work flows on our end much easier. When I think of a case I include all related items, case comments, emails that are sent out and attachments that added to the case. In our organization, our Client Support Technitianns use views to keep track of cases that they work with. It would make their work flow much easier if we could include in all their views a field from the case that gave them the date and time the case was last modified. The field that exists now is misleading. Most of the updates that take place in a case are outside the case detail, there are times when bits of info need to be updated in the case detail. But that is not the driving force of the activity; there are calls that are logged in on a daily basis and emails that go out. That is what drives the activity of the case tab. Scott & Larry – please make this a new feature of SF – a lot of SF users would be pleased :) |
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carlosr 02/23/07 |
I agree - having a field that would update no matter what changes have been made to the case would make work flows on our end much easier. When I think of a case I include all related items, case comments, emails that are sent out and attachments that added to the case. In our organization, our Client Support Technitianns use views to keep track of cases that they work with. It would make their work flow much easier if we could include in all their views a field from the case that gave them the date and time the case was last modified. The field that exists now is misleading. Most of the updates that take place in a case are outside the case detail, there are times when bits of info need to be updated in the case detail. But that is not the driving force of the activity; there are calls that are logged in on a daily basis and emails that go out. That is what drives the activity of the case tab. Scott & Larry – please make this a new feature of SF – a lot of SF users would be pleased :) |
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BVanderzanden 04/30/07 |
I agree. This would also give us something to run escalation rules against so the owner and/or their supervisor could be updated when a case is not being updated. |
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Soutter 06/01/07 |
this is my organizations number one issue with salesforce support and service. Please get this done in 07 |
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AGR 06/25/07 |
We need this functionality. Right now I know of know way to create a report that is all cases with no activity in the last 45 days, then roll those cases up to the dashboard. |
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Soutter 06/26/07 |
We solved this by creating a new custom field called "Real Modified Date" in the case details section. Every 10 minutes, we run a PHP script against all cases looking for new emails or case comments. We compare the date/time stamp of those emails/comments to the Last Modified Date in "Case Details" and if it is greater, push the newer value into the real modified date field. Of course, that updates the "Last Modified" field as well, but that's not an issue. This allows us to create a calculated field called "Days Idle" and display it in our queue views for immediate help prioritize workloads. Yes, it is frustrating to have to do this kind of thing outside the system, but I just consider us lucky that we have that ability. This is basic case management functionality that I'd hate to do without. |
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Heros 06/27/07 |
This is a must for Support Professionals. |
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GlennMVista 07/03/07 |
When this is implemented (and I stress WHEN :)), I would like to see the same function on Leads. I am not familiar with the Last Activity fields mentioned and wonder if it is a Professional vs. Enterprise feature. |
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Rodney 07/06/07 |
Is there any projected date for this 'last action' date/time to be available? I don't see it available in the Summer '07 release. |
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IderaSupport1 10/24/07 |
This feature would really help my support engineers determine which cases they 'touched' last. Also, it would help me measure productivity during a given timeframe. If there is any update on when this might be included, please let me know. If I've missed a feature that already provides this functionality, I won't mind if you categorize me as 'challenged' as long as you can point me to the existing feature. :) |
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jananutah 12/14/07 |
This idea seems to have gone to the wayside. It would be a real time saver to have 'last contact' updated by any action to the case. Any projection of when this could happen? |
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Rodney Jan 3 |
Larry, is there any update on the 'last action' date/time field being available? I don't show any traction on this request and it is still something that would be very beneficial for me from a reporting perspective on the cases we open/close. Please let me know where we stand with this. |
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ewayner Jan 4 |
Whatever field is used for this should update base on ANY update to a case whether the updates is to a case field or to an activity such as a comment. We have SLA requirements that are based on case updates and we define the addition of a comment as a case update. |
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scottebling Feb 22 |
I couldn't agree more. We're trying to track aging cases, an have not found an effective method in Salesforce. Our support cases involve heavy use of adding emails and phone calls to the activity list, which does not update the last modified date/time. Simply put: activity associated with a case need to tracked with a 'last activity' data field. |
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schmidek Feb 27 |
Kind of sad that this thread was started in 2006 and it still hasn't been solved. |
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Rodney Jul 9 |
I'm still looking for any status on this request. We are trying to track Mean Time To Repair (MTTR) internally for our cases to ensure that if a issue has been corrected, but the case needs to remain open for our Customer to retest, that we have the ability to stop the time from incrementing on the ticket. The 'Last Modified' field will provide the date/time the ticket was closed, however another field to show when the trouble was actually corrected would be very helpful. |
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kibl Aug 11 |
We keep track of our coordinators daily activity using the last modified date. When case comments are added to a case it does not change the last modified date. We need this to keep our metrics accurate. |
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angela_hudson Aug 12 |
This idea should be merged with the "Report Filter: ONLY the most recent Activity for each Parent Record" idea at this page: http://ideas.salesforce.com/article/show/82185/Flexibility_with_Activity_Reports GREAT IDEA |
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