Related records list widget

When viewing a case on the Customer or Consumer Service Portal, external users can see other records associated with the case in the Related Records list widget.

These records can include problems, changes, and requests. Users can select a record in the Related Records widget to view additional details in a pop-up window.

Request records

For request records, users can:

• Expand or collapse a request and view a list of the items associated with the request.
• Select an item in this list to see additional information, including the state of the requested item.

Note:

If a case does not have any related records, the Related Records widget does not appear on the case view page.

From the Customer and Consumer Service Portals, users can view lists of cases and requests by doing one of the following:

• Selecting My Lists in the portal menu header.
• Selecting Requests > All Requests in the portal menu header.

The list view page includes a My Lists filter with the following options:

• All: Displays all case and request records.
• Action Needed: Displays cases in the Resolved state that are waiting for a customer response.
• My Issues: Displays the cases that were not initiated as a request.
• My Requests: Displays the cases that were created as a request.