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I've to create a report on the case object. I've to display how much time a case has spent in a particular status. I've around 6 status values such as Initiated, Waiting for Approval, On Hold, Closed etc., I want to determine how much time a case has spent in each of the status values?

For ex: I have a case 0010. The case age is 10 days, it is in Waiting approval stage for 4 days. I want to track the number of days it has spent in the current status. I tried case life-cycle report but that's not what I'm actually I'm looking for.

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Every time the stage changes create an activity with a date/time stamp. Stamp the previous task with the new date/time when the new activity is created.

This should get you close:

public void createStatusChangeEvents(Map<Id, Case> updatedCases, Map<Id, Case> oldCases) {
    List<Event> newEvents = new List<Event>();
    List<Event> lastEvents = new List<Event>();

    // Get the most recent activity per case
    updatedCases = new Map<Id, Case>([
        SELECT Id, (
            SELECT Id
            FROM Events
            WHERE Type = 'Status Change'
            ORDER BY CreatedDate DESC
            LIMIT 1
        )
        FROM Case
        WHERE Id IN :updatedCases
    ]);

    for (Case c : updatesCases.values()) {
        // If the status changes
        if (c.Status != oldCases.get(c.Id).Status) {
            // Create a new event
            newEvents.add(new Event(
                StartTime = system.now(),
                WhatId = c.Id,
                CustomStatusTrackingField__c = c.Status
            ));

            // If the case already has an event
            if (c.Events != null && !c.Events.isEmpty()) {
                // Update the existing event
                c.Events[0].EndTime = system.now()
                lastEvents.add(c.Events[0]);
            }
        }
    }

    insert newEvents;
    update oldEvents;
}

last you can create a formula field on event to track the days in that status:

IF(ISBLANK(EndDate), TODAY()-StartDate, EndDate - StartDate)

Notes:

  • The field names I used may not be correct
  • I used event because it already has start/end date fields but you can use task if you want to add custom fields or a custom object altogether, if your org has them a big object would be great for this purpose
| improve this answer | |
  • if (!newEvents.isEmpty()) { is not necessary any longer. – sfdcfox Aug 21 '18 at 15:11
  • Oh? Why is that? – gNerb Aug 21 '18 at 15:12
  • 1
    A DML on an empty list no longer count towards governor limits, it's a no-op. Technically, checking if the list is empty first has worse performance than not (it's only a few ms, though, nothing major). – sfdcfox Aug 21 '18 at 15:15
  • I for some reason thought it would throw an exception but if that's not the case this is great, reduces the load on my little fingers that much more. – gNerb Aug 21 '18 at 15:17
  • I updated the answer to include a formula field that's a little more complete. Added some comments and added a type filter to the event query – gNerb Aug 21 '18 at 15:41

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