Thursday, May 2, 2019

Create a Case Saved Search and Display the Count of Cases per Type

Scenario: Users created a Case Saved Search and want to show how many cases there are per Type (grouped). Users have 3 Case Types:

Question
Concern
Problem

The Saved Search pulled up 15 results (5 with no Type selected, 5 with Question and the other 5 is Concern for the Type). What users would like is to show all the 3 Types of Cases in the list even if there are no results for that particular Type. By design, a value in a field does not show up in the list of results of a Saved Search if there are no results found.

In the Results tab of Case Saved Search > Columns subtab > configure the settings below.
Note: Other columns are omitted if there are no values that need to be entered.

Field

Summary Type

Formula

Custom Label

Formula (Text)

Count

case when {type} = 'Problem' Then {internalid} END

Problem

Formula (Text)

Count

case when {type} = 'Concern' Then {internalid} END

Concern

Formula (Text)

Count

case when {type} = 'Question' Then {internalid} END

Question

Formula (Text)

Count

case when {type} is null Then {internalid} END

- None -


 

 

 

 

 

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