Service Case - Last Modified Conditions
We are using the last Modified value as a filter on our dashboards and notifications as a method to provide visibility of cases that have not been updated in x days. This is to ensure that our support reps are updating the cases on a regular basis.
What I have found is that not all actions cause this value to be updated. For example, sending an email or recording a call activity, does not update the value. These types of actions do not always require the status to be changed and this then means the visibility of activity is not accurate.
Am I doing something wrong in the method used to identify cases that are not being updated regularly enough or is this a feature request to make such activities update this date/time value?