I am writing an article on how to update the query for updating the recent incidents.
As of now by default we have query for 'created on last 7 days'. With this there is an issue on fetching the incident incase of caller didnt create any incidents in last 7 days and we cant see 'view all' as well, So the only options is to update the query to more than 7 days.
Approach:
Go to Page collection-> open SOW Top Bar -> go to 'Record Information' section
Now take the duplicate of ' Record Information SNC ' page and keep a copy of it. Make the OOB 'Record Information SNC' page inactive and give the duplicate page order less like in the image.
Now, Open the duplicate page, and click on recent incidents tab,
Now entire recent incidents are coming from the event (which is on the right side), and data source and its using the recent query.
Recent query is coming from the 'client state parameter' that we have in the left navigation bar at the bottom,
Now, open the client state parameter and scroll down and see recent query. Update it with the value what we are looking for may be last 90 days(get the encoded query) and paste it here, click apply and save it.
Now, once we have update it, when we click on recent incidents it will give you last 90 days results. But when you click on 'view all' it will still show 'created on last 7 days' filter condition itself
Inorder, to apply the same filter condition when we click on 'view all', Search for 'caller records viewport' in the content in the page duplicate page and click on it.
Now in the Right side you will subpage and open the 'caller records default ' sub page
once you open the 'caller records default' subpage, you can see a new page opened again. Now go to 'client state parameter' again in this page which is in the left side bottom.
Now update the 'recent query' with the 90 days again like we have updated in the top and click on apply and save.
Now once done, when you click on 'view all', it will open with the new filter condition.
I hope this article helps you in updating the recent incident query in all the locations.
Mark this as Helpful, if it's useful.
