Category: Case Management Objective: SLA Metrics by Assignee Scenario: A support case changes assignee during its lifecycle. Support team, Sales team, Warranty team etc. NetSuite standard fields provide overall information on how much time case was open or case was resolved. The customer wants a breakdown of time consumed by each assignee. Possible options: - A saved search on Case system logs to calculate time regrouped by each assignee (not sure if that's possible) - A custom record to track historical changes for assignee or Audit that can be used for SLA calculation. Any better option ?

Those are probably your best bets. If the requirements are likely to be pretty stable and they're not going to want more in the future, I'd probably try to make the saved search work if I could. If they're likely to want more on top of this, you'd definitely want to go with the latter, or better yet, get them to use a real ticket management platform that has better features/UI and do an integration if/where needed.

@James Morris I am sure the requirements will grow because more subsidiaries will be implemented in the upcoming years