I would like to update the default filter for My Cases on our CSM Portal but I cannot find the appropriate place to update this information.
I have saved a new filter with the Opened By as a dynamic field but I cannot make this the default filter for the entire organization. (Image below for reference)
Any help would be appreciated!
Hi
Follow the below mentioned steps:
Navigate to Service Portal -> Portals
- Open your Portal record and Open the main menu record
- Scroll down to Related List menu items
- Update the HREF/URL of this record with
?id=csm_my_lists&table=sn_customerservice_case&view=csp&target_page_id=csm_ticket&filter=opened_byDYNAMIC90d1921e5f510100a9ad2572f2b477fe&sel=my_issues
Navigate to Service Portal -> Pages
Search for csm_my_lists page.
Scroll down to this section :
Open the highlighted instance and open the widget specified in widget section (My list filters) :
Your Server code will look like this:
Update your server script with the following code:
(function() {
data.list = [];
data.selectedFilter = $sp.getParameter('sel');
data.list = new sn_customerservice.CSMServiceManagementUtil().getMyListsMenu();
var queryparams = {};
queryparams.table = "sn_customerservice_case";
queryparams.targetPageId = "csm_ticket";
queryparams.view = "csp";
queryparams.myListFilter = gs.getMessage("My Cases");
queryparams.query = "opened_byDYNAMIC90d1921e5f510100a9ad2572f2b477fe";
queryparams.selectedFilter = 'my_issues';
data.list[2] = queryparams;
})();
Now go to your csm portal and refresh it first.
Then click on My lists and see the magic.
EDIT:
This solution will also require creating one read ACL on Opened by field.
As you will be applying filter on that field, but external users using csm portal do not have access to this field. So, you'll get error on the console.
Regards,
Mahesh Kumar
Hi actually i have the similar kind of issue with CSM portal where i need to make custome fields visible to the user when a user clicks on view my cases but the thing is i configured ticket configuration to make all those custome fields availble from case record when a user views his case on csm portal
but the thing is only admin can see the case form with all the fields i mentioned as you can see below
But when i try to view the case as a contact im not able to see all those fields in case form in csm portal
so can you tell me how to achieve this ...?
