Saved Search That Displays Cases Not Started or Not Updated in the Last X Days/Hours/Minutes

1. Navigate to List > Search > Saved Searches > New.

2. Select Case.

3. Provide a Search Title.

4. Under Criteria tab, add the following filters:

• Status
  
• is none of Closed
• Formula (Numeric)
  
• Formula = {today} - {lastmessagedate}
• Formula (Numeric) = greater than
• Value = desired number of days

Notes:

You may exclude all other Case Statuses as needed. To change the date filter to minutes or hours instead of days, use this filter for Formula (Numeric):

• Hours:
• Formula = ({today} - {lastmessagedate}* 24)
  
• Formula (Numeric) = greater than
• Value = desired number of hours
  
• Minutes:
• Formula = ({today} - {lastmessagedate} * 1440)
  
• Formula (Numeric) = greater than
• Value = desired number of minutes
  

5. Under Results tab, add the following fields:

• Number
• Status
• Assigned To
• Last Message Date
• Formula (Numeric)
• Function = Round
• Formula = <formula used in the Criteria tab of Step 4>
• Custom Label = Days/Hours/Minutes Since Last Message
  

6. Click Save & Run.