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Case list

The case list is located on the left side of the screen. It shows the cases which the current user and his team work on and serves as a to-do list. The case list is structured in several groups, so the users can locate the cases which need to be handled first more easily. The selected view determines which cases which are included in the case list (queue, scope, values of data fields).

The user can adapt the case list in the following ways:

  • View: Choose a view to determine which cases are displayed.
  • Filter: Limit the displayed cases according to their assignment status, e.g. only display cases assigned to you.
  • Grouping: Decide which groups are available, e.g. groups for the assignment status or process. Empty groups might be hidden, see Settings for the case list.
  • Sorting: Determine how the cases are sorted within each group, e.g. by creation or modification date or scope, see Settings for the case list.
  • User-specific filter properties: Determine the data field values which must be set in the cases for the cases to be displayed. This is done in the user profile, in the section My view filter properties under General settings, see Defining user-specific view filters.
warning

If a view has a dynamic filter property and no values are selected, the view is empty.

Settings for the case list​

The case list is configured using system properties, field settings and page customization attributes. The following aspects which effect the case list as a whole can be modified:

  • Size: The maximum number of displayed cases, cmweb-server-adapter, ticketListSizeLimit. The rest of the cases can be shown by clicking the button Load more cases at the bottom of the group.
  • Groups: By default, the options No grouping, User and Process are available. Additional groups can be added by setting Grouping criterion for case list for case data fields of the type Enumerated list. Empty groups can be hidden by setting the page customization attribute hideEmptyGroups in the type accordionTicketList to "true".
  • Sorting: By default, the options Creation date, Modification date and Scope are available. Additional sorting options can be added by setting Sorting criterion for case list for case data fields of the type Enumerated list or Date.

Settings for the case list entries​

The displayed information for each case list entry can be configured by using system properties, field settings and page customization attributes. By default, the creation date and contact (based on the Case list or Default template, see Defining contact templates) are displayed for each case. If the case list is grouped by user, the Team group also shows the assignee.

Displaying additional information​

You can display additional information by setting Position in the case list for a case field. This defines the position of the field in the case list. All fields with this setting must fit in a common matrix, i.e. each position can only be assigned once. If the fields belong to different groups, the order depends on the order of the groups in the first place, i.e. the fields of the uppermost group are displayed first and the position only serves to define the order of the fields within the group. If a field should span more than one column in the matrix, you can set the desired number of field columns in Width in case list. If a field should span more than one row in the matrix, you can set the desired number of field rows in Height in case list.

If the setting Show label in view mode has the value "True", the name of the field is displayed in front of its value in the case list.

Determining the order of information​

The order of the default information shown for each entry in the case list is determined using page customization attributes of the type accordionTicketList. There is one attribute for each way of grouping the case list:

  • ticketDataConfigCustomGrouping: grouping by a case field
  • ticketDataConfigEngineerGrouping: grouping by assignee
  • ticketDataConfigNoGrouping: no grouping
  • ticketDataConfigQueueGrouping: grouping by process

The default information is referenced by the following keywords:

  • CREATION_DATE: creation date of the case
  • QUEUE: current process of the case
  • SCOPE: current scope of the case
  • ENGINEER: assignee of the case
  • CUSTOMER: main contact of the case

The configuration is provided in a map:

[ALL_VIEWS_DEFAULT: [DEFAULT: [CUSTOMER, CREATION_DATE]]]

The first level represents the view to which the configuration applies. This can be either ALL_VIEWS_DEFAULT (configuration applies to all views), or the technical name of a view.

The second level represents the group. This can be either DEFAULT (configuration applies to all groups), or the reference to a group, which depends on the grouping:

  • Grouping by process (ticketDataConfigQueueGrouping): technical name of the process
  • Grouping by assignee (ticketDataConfigEngineerGrouping): reference to the group (MINE, GROUP or UNASSIGNED)
  • Grouping by data field (ticketDataConfigCustomGrouping): field_group.field.list_value, e.g. helpdesk_standard.module.dwh
Best practice

It is recommended to keep the default setting for all constellations which are not defined specifically.

The following example shows how to display the scope for cases in the process Helpdesk_1st_Level.

[ALL_VIEWS_DEFAULT: [DEFAULT: [CUSTOMER, CREATION_DATE]], Helpdesk_1st_Level: [DEFAULT: [CUSTOMER, CREATION_DATE, SCOPE]]]

You can use a script to provide this configuration, see Using a script to set page customizations.