Monday, May 20, 2019

View only Case Notes entered by Support Reps on the Messages subtab of the Case

To do this, users have to create a Message Search that filters out messages that were sent to the customer then have that search be available as a sublist view:

1. List > Search > Saved Searches > New > Message.
2. Provide the Search Title.
3. Mark the following fields:
Available as Sublist View

4. Criteria subtab:
Formula: {messages.isemailed}
Formula (Text): is F
5. Results tab:


Note:  Add the other fields as needed.
6. Save & Run.

7. Open a Case record.
8. On the Messages subtab set View = Select the search that was created 

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