In Virtual agent for CSM, how to show cases opened by me under Check Case status.

[Yashaswini]

Hi,

How to show cases opened by me under Check Case status topic.

Currently, OOB Check Case status topic shows all the cases present for other users as well, but I want to show only cases opened by me to check case status.

Your suggestion is much appreciated. Thank you.

Regards,

Yashaswini

[Sukraj Raikhraj]

You could create a default view that has opened by me ....or there is already a link in the navigator that says "My Cases".

[Community Alums]

Hi @Yashaswini ,

This doc should help you :https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Yashaswini · Accepted solution]

Hi All,

Thank you so much for your response.

I figured out the solution.

Duplicate the OOB Check Case status topic and in the your case input change the choice expression from condition to script and update the script as below:

var options = [];

var gr = newGlideRecord(table);//gets the sn_customerservice_case table name

gr.addQuery('active',true);

var que = gr.addQuery('contact',vaInputs.user);

que.addOrCondition('opened_by',vaInputs.user);

gr.query();

while(gr.next()){

// gs.info("#yashu user"+vaInputs.user);

options.push({ 'value': gr.getUniqueValue(), 'label': gr.getValue('number') });

}

return options;