3746199 - Reported on vs Created on timepoints for inbound email cases – population logic

• Users seek clarification on how the Reported On timepoint is populated, and whether it is based on the initial inbound interaction (for example, email), the case creation timestamp, or other logic.
• Users request clarification on the difference between Reported On and Created On timepoints.
• Multiple cases created via inbound email show Reported On earlier than Created On.

SAP Service Cloud Version 2

reported on, created on, timepoint, timestamp, case creation, inbound email, sent time, email header, population logic, case management, reporting, sla, difference, service cloud v2, case timestamps , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem