How can I create a workflow (or other method) to show me the initial resolution time for a case? Looking at the "Modified Time" isn't good enough as that will update if a case reopens and is re-resolved.
I've created a field called "Initial Resolution" and then created a workflow to run when the case's status changes to Resolved BUT when it runs, it errors saying "This case has already been resolved. Close and reopen the case record to see the updates"
I'm assuming that this means you can't run a workflow against a closed case, but how can I get the initial resolution time off the back of it?!