Views are saved filter and sorting settings on the Cases page, enabling quick access to key cases. Create views to easily find and focus on the cases that matter most.
There are 3 types of views available:
Public views: User-created views, available to all users in the workspace.
Predefined views: Preconfigured public views built into the platform. They are not editable. The predefined views include sorting by severity in descending order.
All Cases: All the workspace cases.
High priority: Case severity is high or critical, and Resolution SLA is breached.
Pending tasks: Only cases with pending tasks.
Private views: User-created views, only available to the user who created them.
To create or modify public views, the cm.configuration.write scope is required. This scope is available to users with the Owner role.
To create or modify private views, the cm.case.write scope is required.
Creating a new view
Add a new view: From the view dropdown, click on Add new view.
Give the view a meaningful name.
Select whether this will be a Private view or a Public view.
Select the sorting criteria and order. The default sorting is by severity in descending order.
Select the filters you want to apply and their values. You can also filter by custom fields.
Finalize: Select Save.
The new view will appear in the dropdown list. If it was saved as a public view, it will be available to all users in the workspace. This enables multiple users to get the exact filters and sorting selections to see the same cases.
Modifying an existing view
Once a view is selected, the filters and their values, sorting criteria, and order are displayed. In the filter bar, you can adjust filters and values, change the sorting, and then optionally save the new combination as a new view or reset the display.
To modify public views, the cm.configuration.write scope is required. This scope is available to users with the Owner role.
To modify private views, the cm.case.write scope is required.
You can also modify a view by clicking on the edit icon alongside the view in the Views dropdown list.
Setting a default view
Set a view as the workspace's default view by selecting the star icon next to the view in the dropdown list. Only public views can be set as the default view. This ensures that the Cases page will load with the same view for all users. Only public views can be set as default views.
To set a default view, the cm.configuration.write scope is required. This scope is available to users with the Owner role.
