When you create a Case in Dynamics 365 the Case has a Created On date which is useful for determining how old a Case is. However, what I find more useful is using a simple out of the box tool called Calculated Fields to calculate and display the number of days a Case has been open. The reason I prefer this is it’s a nice simple, but meaningful, visual for Customer Service Representatives and Customer Service Managers. They can use this field to help them quickly hone in on those Cases that have maybe been open for a while and understand why they are still open.
To setup this calculation I need to create two new fields:
- A ‘Today’ field which displays today’s date
- A ‘No. Days Open’ field which calculates the difference in days between today’s date and the Case Created On date
To create the fields I go to my solution and edit the Case entity.
