Skip to content
Sojournby CloudAlgo Request early accessEarly access Request early access
Release 1 in development, 15 of 15 sprints done. Early access is open. 15 of 15 sprints done · Join early accessJoin early access
Guide

Track Cases and open your first report

Turn on tracking for Case status and owner, then open the Time in Status by Case report.

Salesforce admin About 10 minutes Since release 1

Case, Lead, and Opportunity are tracked by the package's own triggers, on every plan, so they need no Flow.

Track Cases#

  1. Open the Sojourn app, the Sojourn Settings tab, then Tracked objects in the menu.
  2. Choose Add object, search for Case, pick it, and choose Add object again.
  3. On the Case screen, check Status, and any other field whose time in each value you want, such as Priority.
  4. Leave Track owner on to measure time with each user and each queue.
  5. On the Records tab, under Closed when, keep Status and leave Closed values empty: Sojourn then counts every case status marked Closed in Setup as closed. List values only to replace that list, and list every status that closes a case, since a status left out stops counting as closed.
  6. Choose Save.

Cases and Leads routed by assignment rules#

When an assignment rule routes a new Case or Lead, for example from Email-to-Case, Web-to-Case, Web-to-Lead, or an import that uses the default rule, Sojourn records the owner the rule chose as the record's first owner, from the moment the record was created. Salesforce runs assignment rules after the save that creates the record, in the same transaction, and Sojourn treats an owner set there as part of creating the record:

  • the first Owner Interval names the queue or user the rule chose, not the user who created the record (for Email-to-Case, the Automated Case User);
  • the first Status Interval names that owner too;
  • the Case's Owner Change Count does not count the routing.

An owner change in any later save, by a person, a Flow, or a rule run on edit, closes the Owner Interval and opens the next one as usual. While the Case is closed no Owner Interval is open: closing the Case ends the owner's stay, and reopening it starts a new one (see When a record closes).

Turn on the jobs#

The Jobs screen, under Operations, schedules the three jobs that keep Intervals current; Open Jobs on the Overview opens it. Choose Turn on for Live values, Reconcile, and Summaries. See Run the jobs for what each does.

Open your first report#

  1. Change the status of a Case.
  2. Open the Reports tab and the Sojourn Reports folder.
  3. Open Time in Status by Case. The Case appears with its time in each status, in business hours.

You are done when

  • The Case's Intervals tab lists one Interval for each status it has had.
  • Time in Status by Case shows the Case with the time in its earlier status.

Other objects, custom or standard, are tracked through a capture Flow on the Plus plan; see Track an object.

Updated in release 1 This page changes in the same pull request as the feature it describes.