Views

Introduction to views in ConSol CM

Views are used to filter the cases which are displayed in the case list according to certain criteria. They are essential for the users to have a good overview of the relevant cases. The users can usually choose between several views.

You can define, for example, a view to display all the new, not yet qualified cases, or all the cases which are waiting for feedback from the customer in the case list.

Views are assigned to roles. The users automatically have all the views which belong to their roles. Views do not grant permissions to the cases. Therefore, different users may see different cases when selecting the same view for the case list if their roles have different permissions.

Available settings for views

Views have the following settings:

• Name: Mandatory. The internal name of the view.

• Localizations: Optional. The localized names and descriptions of the view.

• Queues: Mandatory. The queues which the cases to be displayed in the view belong to.

• Scopes: Mandatory. The scopes where the cases to be displayed in the view are located. All the scopes which are part of the workflow of one of the selected queues are available. If you do not select any scope, the view contains all the cases from the queue.

  Best practice

  Do not define views for closed cases as the number of closed cases will grow considerably once the system is used in production. Views with lots of cases have a negative impact on the performance of the Web Client as they increase the time required to load the case list. In addition, the users will most likely not find the case which they are looking for because the number of cases displayed in the case list is limited.

• Fixed filter property: Optional. You can select a list field from the case field groups which are assigned to the selected queues, and one or several values of the list. Only cases where one of these values is set in the respective list field are displayed in the case list.

• User-specific filter property: Optional. You can select a list field from the case field groups which are assigned to the selected queues. Each user can select one or several values of this list to filter the case list. This can be done in two places:

  • User profile of the Web Client, see TODO.

  • Users page in the Web Admin Suite, see Defining user-specific view filters.

    Empty properties

    If a user-specific filter property is defined for a view, but the user has not selected a value, the view is empty for this user.

• Assigned to roles: Optional. The roles to which the view is assigned, i.e. the users who have one of the roles can select the view for their case list.

Basic tasks

Finding a view

The list of views is displayed directly after accessing the Views page of the Web Admin Suite. You can filter the list to locate a view more easily:

• Text search: Perform a free text search by entering a text in the Search field to filter by name.
• Queue: Select the queue in the All queues drop-down list to display only views which contain cases of a certain queue.

Working with views

You can perform the following actions on views:

• Create a new view: Click the New view button above the list of views. See Available settings for views for details about the fields. If the new view is similar to an existing view, you create a copy of the view by clicking the Duplicate icon in this view's row. The window consists of two tabs:
  • Basic: Enter a unique name for the view. Below the name, you can enter the localized names and the localized descriptions.
  • Details: Configure the view by selecting the queues, scopes and filter properties.
• Edit the view name and localizations: Click the Edit icon in the row of the view to change the internal name or the localized names and descriptions of the view. See Available settings for views for details about the fields.
• Configure the view: Click the Configure icon in the view details panel on the right to configure the view. You can select the queues, scopes and filter properties to be used for the view, and assign the view to roles. See Available settings for views for details about the fields.
• Delete a view: You can delete a view by clicking the Delete icon. The view is automatically unassigned from the roles.
• Sort the views: There are two ways to sort the views. You can either drag each view to the desired position or use the Sort order up and Sort order down icons to determine the order. This way, you determine the order in which the views are displayed in the view selector above the case list.
• Repair a view: If a view includes filters which refer to entities which have been removed in the meantime, you can remove these filters by clicking the Repair icon.

Assigning a view to roles

You need to assign the views to roles to make them available for selection in the case list. This can be done in two places:

• Views page: Select the desired roles in the Assigned to roles section of Details tab.
• Roles page*: Select the desired views in the Views of role panel of the role, see Roles.

Once you have assigned a view to a role, all the users who have this role assigned can use this view.

Advanced tasks

Considering views during workflow development

The view configuration relies on the scopes which are defined during the workflow development. Therefore, you need to create the scopes which are required for the views right from the start. It is especially important to create a separate scope for the closed cases, so that they do not appear in the views.

For example, if you want to have a view for cases which are waiting for customer feedback, the workflow needs to contain such a scope.

See TODO for details about workflow development.

Configuring the case list

In addition to the views, several other aspects of the case list can be configured:

• Grouping
• Sorting
• Displayed information for the cases

This is done in the page customization of the Web Client and the case field administration of the Web Admin Suite. See TODO for details about the configuration of the case list.