Create a Saved Case Search Based on Case Aging

Report on Support Cases which were closed within a certain number of days or which are considered aging.

Solution

Create a Saved Case Search that were closed in X days. In this example, assume that X = 7 days.

1. Navigate to Lists > Search > Saved Searches > New
2. Select Case
3. Search Title: Enter a Search Title
4. Check Public checkbox
5. Click Criteria tab 
6. Click Standard subtab
7. Filter: 
   1. Select Formula (Numeric)
      • Saved Case Search popup:
        • Formula: Enter CASE WHEN (ROUND({‌closed} – {‌createddate}) <= 7) THEN 1 ELSE 0 END
        • Formula (Numeric) dropdown: Select equal to
        • Value: Enter 1
        • Click Set
   2. Select Status
      • Saved Case Search popup:
        • Status: Select Any of
        • Select Closed
        • Click Set
8. Click Results tab
9. Click Columns subtab 
10. Fields:
    Always click Add once Field selected and adjusted as needed.
    1. Select Number
    2. Select Date Created
    3. Select Date Closed
    4. Select Status
11. Click Save & Run