Using case system views

Updated 1 month ago by Arjun

Views

The layout of the case system page makes it very easy to locate and navigate between cases.

There are three different tabs that allow you to quickly switch between the most commonly used list of cases.

  • All - this is the default tab. All the cases in the case system are displayed.
  • Assigned to me - all the cases that are assigned to you for action are displayed.
  • Created by me - all the cases that you have created are displayed.

How your data is displayed across these tabs is dependent on the type of view you choose. There are two:

  • List
  • Board

List

The list view shows an itemized list of all your cases. Data is represented in a tabular format and cases are stacked one after the other. Rows represent cases and columns represent all the fields from a case form. When you click a row, the case form opens.

This view is ideal if you are in the habit of using spreadsheets to manage your tasks. You can review a lot more information in one go. Lists also offer the flexibility to configure the number of columns. Click the Fields () button to select the fields you want to display as columns. These columns can be dragged and dropped across the list to arrange them in the manner you want.

List view additionally offers the flexibility to perform bulk-actions. You can select multiple cases in a list to delete them or update system field values.

Actions in list view
  • Use quick filters or create new custom filters to drill down to the information you need.
  • Search for cases using keywords.
  • Sort cases based on a field value, either in ascending or descending order.
  • Export cases from your case system as a .CSV file.
  • Perform bulk updates to cases.
  • Configure the fields that are displayed as columns in the table.

Board

The board view is similar to a Kanban board and provides a more flexible and visual system that allows you to place cases across a board. The board is divided into columns that represent all the statuses in your workflow.

Each case is represented by a ‘card’ and these are placed across the columns according to their status. You can drag and drop these cards across columns to change status. To make any other changes, click a card to open the form.

Boards visualize the progress of a case better, as cards move through the different columns or statuses to completion. They are also better at providing a bigger picture, especially if you want to review any bottlenecks, for example, if cases are piling up in a particular status.

Note: You can move a card to the Reopened status only from the Closed or Resolved statuses.

Unlike the list view, columns cannot be configured in a board, as they represent statuses. However, you can choose the fields displayed on a card. Click the Cards button () to select the fields you want to display. The fields ID, Title, Assignee, Due by, and Priority are default fields and cannot be removed.

Note: The Priority field will be hidden if you have turned off priority in settings.
Actions in board view
  • Use quick filters or create new custom filters to drill down to the information you need.
  • Search using keywords.
  • Sort cards based on a field value, either in ascending or descending order. Additionally, board view introduces an option to manually sort cards, which is the default option.
  • Drag and drop cards to change status.
  • Configure the fields that are displayed on a card.
  • Collapse columns that you are not actively using.

Switching between views

Both list and board views have their own highlights. While the list view helps you review and make bulk-changes quickly, the board view provides a more holistic view. You can switch between both views with ease on the case system page. When you switch from one view to another, you will not lose any data. 

However, there are a few pointers to note when you switch views:

  • Sorting does not synchronize across both views. If you have sorted cases in the list view, the sort order won’t apply to cards in the board.
  • Fields you have configured in one view do not synchronize with the other. Columns that appear in the list view and the fields displayed on cards are configured independently.
  • Filters synchronize across both views. If you have applied a filter in one view, the same information gets filtered in the other. However, filtered data is displayed based on the sorting that’s currently applied in a view.


How did we do?