Report on case table for first time caller

[Kirti Fadnavis]

I am trying to build a report on Case{sn_customerservice3_case} table for the case which are first time caller or cost center.

Will this be done by normal report or do we need PA(performance analytics). 

Any help is appreciated.

Thanks

[Josh_H]

Hey @Kirti Fadnavis,

Do you already have fields or logic established to identify first-time callers? If these are in place, a standard report should suffice for your needs. If such identifiers are not currently defined, you might need a more sophisticated tool like Performance Analytics (PA) for this purpose.

Hope that helps!

Cheers,
Josh

[Kirti Fadnavis]

We have the Caller and Costcenter field on case form, How can we compare those to the Caller / cost center with earlier values in the case?

[Josh_H]

You would need to script a query to accomplish that and incorporate that in the reporting tool you choose. Here's a really rough outline that I haven't tested, but it may be a step in the right direction and you could adjust/debug from there.

// checks if caller is a first time caller

(function() {
    var callerID = current.caller.sys_id;  
    var gr = new GlideRecord('sn_customerservice_case');  // reference the table
    gr.addQuery('caller', callerID);
    gr.addQuery('sys_created_on' , '<' , current.sys_created_on); 
    gr.query();
    if (!gr.hasNext()) {  // checks if there is any previous cases with the same caller
        return true;  
    } else {
        return false;  
    }
})();

[Kirti Fadnavis]

Thank you Josh for the information. Will work my Dev teammate to work this out.