Sunday, March 31, 2019

Case Saved Search that allows you to drill down on grouped Escalated To field

Use Case: Ability to show Count of Cases and whom they are Escalated To and to be able to drill down on the Escalated To field to see detailed results


Create a Saved Search by following these steps:


1. Navigate to Lists > Search > Saved Searches > New.

2. Select Case.

3. Provide a Search Title.

4. On the Criteria tab > Standard subtab, set the following:
---System Notes : Field is Escalatee


5. On the Results tab > Columns subtab, Add the fields you want, in particular add:
---Number - with Summary = Count
---System Notes: New Value – with Summary = Group
---Escalated To – with Summary = Group, Custom Label = Escalatee

6. Click Save & Run.

Now when viewing the results a user can confirm the grouped Escalated To field matches the grouped Escalatee field and they can drill down into the grouped Escalatee field to see detailed results

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