Custom Grids

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.

Add 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.

Note: The new Grid appears at the top of your dashboard.

Hide/Unhide Section

Select the chevron icon next to the widgets section to hide or unhide the section.

Show/Hide Widget

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.

Rearrange Widgets

Hover over the widget and then drag and drop to the desired location. Repeat for each widget and until customization is finished.

Expand Widget

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.

Rename 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.

Show/Hide Columns

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.

In the upper right corner of the Grid, select Settings
Select Show/Hide Columns from the dropdown list.
Select the checkbox next to a Column to add or remove it from the Grid.
Select Close to save your changes.

Header Date Filters

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.

Reset to Default

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.

Export to Excel

In the desired Grid, select
Select Export to Excel from the list.

Note: The export will only include the first 200 records. Consider adjusting filters if you wish to have a smaller data set.

Delete Widget

In the desired Grid, select
Select Delete Widget from the list.

Custom Grid Examples

Below are some custom grid examples to create for business purposes.

Unassigned Cases

How do I create a custom Unassigned Cases grid?

From the left navigation menu, select Add Widgets.
From the Case Widgets section, select New Case Widget.
Enter "All Unassigned Cases" for the Widget Name.
Select and then Show/Hide Columns.
Select the "Unassigned" column checkbox, 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.

Updated Cases

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 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.

Red Alert Cases

How do I create a custom Red Alert Cases case grid?

From the left navigation menu, select Add Widgets.
From the Case Widgets section, select New Case Widget.
Enter "All Red Alert Cases" for the Widget Name.
Select 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.

Case Assignment

How do I create a custom Case Assignment grid?

From the left navigation menu, select Add Widgets.
From the Case 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 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.