- Result of the report may sometimes display zero '0' value on 'Time Open' column for some cases.
- The time a case is open cannot be tracked if the initial case status is set to 'On-Hold'.
- To check if case status is set to 'On Hold', navigate to Setup > Support > Cases Statuses.
Setting the case status to disable 'On Hold' or even changing the case status doesn't have any effect on the report. If a case status set to 'On Hold' at the time case was created, 'Time Open' column has zero '0' value on the case.