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So let us assume a case took 20 hours from open to close. So I needs to put these 20 hours in three groups(In progress, waiting on company, waiting on customer)
No need to worry on who worked/when , what status etc. Just I need to be able to distribute the 20 hours in above example into those three groups. So every case will have one row in the report with these 3 cols with case number.
So that I can figure out during case life cycle how much time is spend on these 3 groups.
I have achieved this by using buckets in reports. I have created three bucket values with mentioned names, grouped the case status accordingly and then generated the matrix report in printable view.
Hope this post will help someone..