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

1. Create a case via inbound email.
2. Open the case and compare the Reported On and Created On fields.
3. Observe that Reported On reflects the time the email was sent, while Created On reflects when the case record was created in the system.
4. Note that if the case is created after the email is received, Reported On can be earlier than Created On.

Working as designed: Reported On represents when the issue was reported or occurred (for inbound email, sourced from the email sent time), whereas Created On represents when the case record was created. Differences arise when case creation occurs after the reporting event; the Reported On field may also be editable.

1. Use the following interpretation:

• Reported On: the timepoint when the issue was actually reported or occurred; for inbound email, this is taken from the email’s sent time.
• Created On: the administrative timestamp when the case record was created in the system.

1. Expect differences between these timestamps when a case is created after the inbound message was sent or when Reported On is adjusted.
2. For reporting that requires the exact case creation timestamp, use Created On.
3. For analytics that should reflect when the customer reported the issue or when it occurred, use Reported On.

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