Related Cases: Workbench Setup

The Related Cases feature allows an agent to view information from other cases related to the case they are working on or to view a list of cases they are responsible to handle. An administrator will enable this feature by configuring one or more Case Listing Reports with dynamic filters and using any of the following category codes:

• Address/Caller (A codes)

• Case (B codes)

• Issues (C codes)

• Product Atttributes (E codes)

• Initial Rep (B01)

• Responsible Rep (B02)

• Reviewed By (BHA)

• Assigned To Rep (C02)

For case-related categories (A codes and E codes), the dynamic filter will pull the Address/Caller values and Product Attribute values from the case.

For user-related categories (B01, B02, BHA, and C02 codes), the dynamic filter will pull values from the logged in user. This enables an administrator to create one Case Listing Report with dynamic filters, save it as a shared favorite on the Home Page widget, Work Items, or Quick Reports. Then, the agent (or other specified user) can view the report to see information related to them.

Case Listing Report Setup

After setting up the report, be sure to:

1. Add the filter category and set the Operator field to “DYNAMIC”. The specified value must be at the “Code Level”. It will be used when testing the report but will be replaced when running it from the Case/Home Page with the defined category code value.

2. Click the Save as Favorite button and do one of the following:

   • If the report will be shown on Work Items or Quick Reports, select either the Work Items or Quick Reports checkbox to add the report there.

   • If the report will be shown as a Home Page widget, access the Home Page Editor and add the report. The report Favorite ID is required to add it to the Home Page.

If you added dynamic filters other than user-related categories, a warning message will display.