hide/show cases by selection RRS feed

  • Question

  • Hi Everyone,

    I need to ask this because of our CRM Specialist doesn't seem to have this answer available.
    And complaints are growing as we speak.
    We use CRM for cases like Topdesk for instance.

    We have open and closed cases.
    Because I want to be able to search for a word in all the cases instead of only the ones who are active.
    I Need to use the advanced search option, our support/servicedesk needs to do a lot of searches so this takes a lot of time.
    So what we did was ask our CRM Specialist to activate the search results in the standard search option (request * field)>
    Now when we search for a serials number or problem it will show all the results available including closed cases.

    Now my question:
    Is it possible to have a *mark* or *option* that can be inserted into the code or plugin to install.
    That will make it available for us to selected when want to search in open calls only or * when not marking it* to show all results including open/closed calls.
    If anyone could give us advice of push us in the right direction we would be very helpful.

    example #CAS-01323
    Is closed

    Monday, August 4, 2014 1:06 PM

All replies

  • Essentially, no. Unless there's a piece of 3rd party software that I'm not aware of. However, as you're looking to alter the fabric of CRM, I don't think there's going to be such a thing available unless Microsoft have released it.

    What you could do is enable the case number to be searched on (this is an option in the Quick Find view). You could then add the Case status to the columns so that you could see if it's open or closed.

    Monday, August 4, 2014 4:23 PM
  • Be very careful enabling Quick Find for closed records, especially ones that can have a high transient volume like Cases.  You will dramatically slow down the Quick Find doing so.  That's really the purview of Knowledge Base in CRM (all Cases that need to be searchable for the purposes of having good data ideally should become a KB article).

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.

    Monday, August 4, 2014 5:13 PM