Creating custom filters

Updated 1 month ago by Arjun

Creating a custom filter

Filters offer a more structured way of retrieving a specific case or a list of cases on your case system page. They are easy to use, and narrow down items based on simple conditions. These conditions can be selections of values in default system fields or other custom fields. Accordingly, the table dynamically changes the list of cases that are displayed.

Fields also support multiple selections so that you can filter for combinations of values. For example, if you want to filter all cases that are not resolved yet, select all statuses other than Resolved in the Status field.

  1. Click the Filter button () on your case system page.
  2. Select values for the fields under Filter. As you start to specify values for fields, the table on the left dynamically filters and displays relevant results.
  1. To save this filter, click Save filter, and then click Save as.
  2. In the Create custom filter popup box, enter name for the filter, and then click Create.
  3. Select the toggle for sharing filters if you want to share the filter with other admins and members in the case system.
Only admins can share custom filters with other admins and members of a case system.

The filter is added to the Custom tab in Quick filters. You can also create custom filters from quick filters. Click + Add a custom filter to create a new one.

Shared filters

Admins can share custom filters with other admins and members in the case system. Members and initiators cannot. Members have access to filters that are shared with them. However, they cannot edit the filter conditions or change the share settings of a filter.

A filter can be shared when you are creating one or later from the share settings for a filter. All shared filters are listed under SHARED on the Custom tab in Quick filters. Other filters that you have created and are not yet shared are listed under PRIVATE.

To change the share setting for a custom filter, hover over a custom filter in Quick filters, and then click the Settings ( ) button.

Using advanced filters

With the set of fields that are available in a filter, you should be able to filter cases for most scenarios. However, there might be instances where you want to retrieve cases that cannot be filtered directly. In such scenarios, you can add multiple filters and write advanced query conditions to get more specific results.

If you have already specified values in a regular filter, and want to add advanced conditions, click Advanced to carry over the conditions you have specified.

You can also create a new advanced filter.

  1. Click the Filter button (), then click Advanced.
  2. On the Advanced filter page, click +Add a new filter.
  3. Select a field that you want to add to the filter and enter required conditions:
    1. Select from the operators, Greater than, Equal to, Does not contain, or Less than as validation, then select Value or Field.
    2. Next, select a field or enter the value against which you are validating the condition.
  4. Repeat these steps to add as many And/Or conditions and filters you want to.
  5. After adding the required conditions and filters, click Apply to filter cases in the table.
  6. To save this advanced filter, click Save filter, and then click Save as.
  7. In the Create custom filter popup box, enter a name for the filter, then click Create.

Managing custom filters

When you create a custom filter, you have the option to save it for future use as they are available in the Quick filters dropdown.

Custom filters can be renamed at any point. To rename a custom filter, click Edit button () next to the filter. Enter a new name for the filter, and then click Confirm.

You can delete custom filters that you no longer need. A filter cannot be recovered once it is deleted. You will have to create it again for reuse.

In the Quick filters dropdown, click the Delete button () next to the filter you want to delete, and then click Confirm.

You can also change the share setting for a custom filter by clicking the Settings ( ) button.


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