How to configure what fields are shown in CSM workspace's major case "add child case" window?

[Miikka_M]

Hi, 

I'm implementing CSM configurable workspace for customer. I'm trying to get rid of some fields of list what can be found from CSM agent workspace -> major case -> child cases -> add child case

In major case ticket, under child cases, when I click "add" to add child cases, window below pops up. How I can configure what fields are shown in this window?

I managed to configure child cases fields from backend, by opening that specific major case and managed it there, but changes I do there, doesn't affect to CSM Customer Service Workspace. As we can see, in backend, there is different fields in child cases window (picture below) than in workspace (picture upward)



So what is the correct way to configure CSM configurable workspace major case "add child case" window fields?

Best,
Miikka

[Insider]

Hello Mikka,

Try opening the same on General instance in the workspace view.

The Workspace view on instance and Agent workspace is similar.

Thanks,

Shafi

[Miikka_M]

Hi, 

Do you mean opening this specific case on backend in "workspace" view? 



You can't configure child cases fields on Workspace view, since these are related to Major Case view. 

Best, 
Miikka

[Miikka_M]

Up. Still haven't got the answer.