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Cancelled case searches RRS feed

  • Question

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    We recently implemented CRM 4.0 and we're having a hard time searching for cancelled cases.  We implemented a view for cancelled cases to try to help but all it does is list all the cases with the status=cancelled.  We are not able to search on the exact case number.  Any suggestions?
    Thursday, August 28, 2008 8:28 PM

Answers

  • Unfortunately, as you have found, the quick find box at the top of list views only searches for active records. To help users locate canceled cases by case number faster, you can create a similar view to the one you already created, but add in a placeholder case number, as follows:

    Advanced Find for Cases

    Status Reason | Equals | Canceled

    Case Number | Equals | placeholder (or maybe something like Case Number | Begins With | CAS-)

     

    Call this view "Start Search For Canceled Cases" and save/publish it. Then users can go to this view in the cases list, and click Advanced Find. All they need to do at that point is replace the "placeholder" with the case number they're looking for. It's an extra couple of clicks to select this view and then launch the Advanced Find to enter the case number they're looking for, but it's probably the most straightforward way to handle this.

     

    Thursday, August 28, 2008 8:40 PM
    Moderator

All replies

  • Unfortunately, as you have found, the quick find box at the top of list views only searches for active records. To help users locate canceled cases by case number faster, you can create a similar view to the one you already created, but add in a placeholder case number, as follows:

    Advanced Find for Cases

    Status Reason | Equals | Canceled

    Case Number | Equals | placeholder (or maybe something like Case Number | Begins With | CAS-)

     

    Call this view "Start Search For Canceled Cases" and save/publish it. Then users can go to this view in the cases list, and click Advanced Find. All they need to do at that point is replace the "placeholder" with the case number they're looking for. It's an extra couple of clicks to select this view and then launch the Advanced Find to enter the case number they're looking for, but it's probably the most straightforward way to handle this.

     

    Thursday, August 28, 2008 8:40 PM
    Moderator
  • Matt, thank you so much.  This is a better option than we currently have.  It's not ideal for a call center environment but will definitely work until Microsoft updates IMO this functionality flaw.  Thanks again!

    Thursday, August 28, 2008 9:15 PM