Customizing the All Cases Screen

1Do you need to remove or add information to the All Cases Screen to better manage your service events? Clicking on the ‘gear’ icon allows you to select just the columns that are pertinent to you. Column titles, such as ‘PO#’, ‘Assign To’, and ‘Follow Up Time’ can be selected or de-selected to change your view of service events. The order of the column titles can also be changed by clicking the up/down icon and drag-dropping the title into the desired order.

Using the Gear Icon

The gear icon allows users to add and remove columns based on how each user wants to set up their all cases screen.

Both the All Cases and Open Cases Assigned to Me sections are customizable separately to your personal preferences.

 These sections allow users to add, remove and reorder the columns:

Users can remove columns by selecting the check mark next to each column; however, if a user would like to keep a column but reorder, they can select the name of the column and move the column up or down, which will move the column from left to right on the screen and vice versa.

The selections at the bottom are options for users that can be added to each users’ all cases screen by clicking on the box next to each item. This will add the selections to the list and then the user can reorder the columns to their preferred order.

Filtering by Date Range

Users can customize the all cases screen by date which allows users to see cases from 2 days ago, this week, this month, and between a specific date range. For example, a rolling 7 days, a rolling 30 days, etc. This allows for further customization of the screen.

Sorting and Filtering Individual Columns

You can fully customize the all cases screen by sorting and filtering individual columns.

Sorting the Date column, for example, allows you to see the newest cases at the top of the list. Selecting “Date” again reverses the sort order so you see the oldest cases at the top.

You can also filter on the columns. If, for example, you filter the Repair Status column, the filter icon appears yellow as a visual cue that a filter is applied on this column.

One important aspect of the filter users need to know is that if the user redirects away from the screen and creates a new case while the filter is still selected, the user will need to unselect the filter to see any cases that were just created.

The drop-down box gives the end user the ability to select which filters they would like to see. However, as mentioned before, this gives the end user a way to see certain cases, and if a new case is created without the repair status filter, they will not see the case. You will want to unselect the filter to see any new cases.

Remember: each user will have a different view depending on what columns they choose to include and how they choose to sort and filer them.

Recommended Columns to Include in Your All Cases View

Followup Time

Having the follow-up column listed allows you to see when to follow up with a customer. If you have multiple cases in progress, this helps you prioritize which cases to work on next. There are three follow up time indicators to give you a visual cue:

• Green – You have 1 hour to follow up
• Red – Overdue
• No color – you have more than 1 hour to follow up with the customer

Info Column

This column is another to always have listed. It gives you quick information on each case.

See an icon you are unfamiliar with? The legend at the bottom of the screen tells you what each icon means.

Some of the icons in the legend will not appear in the info column (e.g., the yellow note icon). If this is showing, there is an unread note within the case. Click on the case # to see the note or hover over the left-most column to see the most recent case notes without clicking into the case. This feature works regardless of the column you choose to be the left-most.