While grids are provided on the Cases and Assignments tabs, Custom Grids on the home page provide a more flexible look at cases and assignment, including allowing Custom Fields to be added to the grid. Additionally, Custom Grids can be expanded to full screen size, so they can completely replace Case and Assignment grids. Case Widgets and Other Widgets from the home page include this additional Custom Grid functionality. Case Widgets include open case information and Other Widgets include Case Assignment information.
Custom Grid functionality includes the features in the following sections:
To add a widget:
Select Add Widgets from the navigation sidebar below Home.
The Widget panel appears.
Go to the Case Widgets or Other Widgets section and select New Case Widget or New Other Widget.
Enter a Widget Name (unique name) for the grid.
Note: Widget names cannot be duplicates or exceed 50 characters.
Select Save.
The grid gets added to top of dashboard.
Select the chevron icon next to the widgets section to hide or unhide the section.
Show or hide a widget by doing either of the following:
From the Widgets panel, you can select or deselect a grid using the checkbox by its name.
Select the X on the upper-right of the grid to hide it.
Hover over the widget and then drag and drop to the desired location. Repeat for each widget and until customization is finished.
Click the chevon icon and it will expand across the home screen. To get back to the home view, click the chevron again, which will collapse the expanded widget.
Select the settings icon in the upper-right corner.
Select Rename Widget.
Use the text box under Widget Name to name the widget.
Select Rename to save changes.
To customize columns:
Select the settings icon on the upper-right of the grid and then Show/Hide Columns.
Select and deselect columns to show/hide respectively.
Note: Up to 20 columns can be selected to be viewed at one time. Selection is disabled once that maximum is met.
SelectClose.
To see what columns are available, use one of two methods:
Search for columns by name using the Field Name text box.
Select Export All Fields to download a Microsoft Excel sheet with all the available fields.
Date header filters have the following predefined list of date filters:
Last 7 Days
Last 14 Days
Last 30 Days
Last Month
Last Month to Date
Last 60 Days
Last Quarter
Last Quarter to Date
Last Year
2021
2020
2019
2018
2017
The years available depend on the current year.
Note: The Assignment Date Due field has future date values and does not have this particular date filter.
After applying filters or any customizations to a widget, you can reset it back to the default by select the settings icon on the upper-right and then Reset to Default.
To export the grid information to Excel, select the settings icon on the upper-right and select Export to Excel.
Note: The export will only include the first 200 records. Consider adjusting filters if you wish to have a smaller data set.
Select the settings icon on the upper-right of the grid and then Delete Widget.
Below are some custom grid examples to create for business purposes.
How do I create a custom Unassigned Cases grid?
Select Add Widgets from the navigation sidebar.
From the Case Widgets section, select New Case Widget.
Enter "All Unassigned Cases" for the Widget Name.
Select the settings icon and then Show/Hide Columns.
Select the "Unassigned" column check box, searching for the specific column if needed.
Select Close to exit the column chooser.
From the Unassigned column, select the filter icon and select Yes.
How do I create a custom Updated Cases case grid?
Select Add Widgets from the navigation sidebar.
From the Case Widgets section, select New Case Widget.
Enter "Updated Cases" for the Widget Name.
Select the settings icon and select Show/Hide Columns.
Select the "Case Viewed" and "Case Update Status" columns, searching for them if needed.
Select Close to exit the column chooser.
From the Case Update Status column, select the filter icon and select Updated.
How do I create a custom Red Alert Cases case grid?
Select Add Widgets from the navigation sidebar.
From the Case Widgets section, select New Case Widget.
Enter "All Red Alert Cases" for the Widget Name.
Select the settings icon and select Show/Hide Columns.
Select the "Red Alert" column check box, searching for the specific column if needed.
Select Close to exit the column chooser.
From the Red Alert column, select the filter icon and select Yes.
How do I create a custom Case Assignment grid?
Select Add Widgets from the navigation sidebar.
From the Other Widgets section, select New Other Widget.
Enter a name for the Widget Name, such as "Case Assignment".
Select Save. The default assignment fields will automatically be selected.
Optionally, to add additional fields, select the settings icon and then Show/Hide Columns. Add the desired field(s) by selecting the column check box(es), searching for each individual column if needed.
Select Close to exit the column chooser.