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Using out-of-the-box filter presets to search records

BMC Helix Business Workflows provides out-of-the-box predefined filter presets that case agents can use to search case and task records.

As a case agent, you can create custom filter presets by using the out-of-the-box filter preset, adding custom filters to it, and saving it at run time. This helps when you work on cases and tasks on a daily basis, and when you want the case and task records to be filtered in a certain way. 

Related topics

Defining filter presets to search records

The following out-of-the-box filter presets are available for cases in BMC Helix Business Workflows:

Filter name

Description

Qualification

My Open Cases

Open cases assigned to a case agent.

('Status Value' < 5000) AND ('Assignee Login Name'=$USER$)

My Open Breached Cases

Open breached cases assigned to a case agent.

('Status Value' < 5000) AND (SLM Status = "Breached") AND ('Assignee Login Name'=$USER$)

All Unassigned Cases

Unassigned cases. 

('Status Value' < 5000) AND ('Assignee Login Name' = $NULL$)

All Open Cases

Open cases.

('Status Value' < 5000)

All Open Breached Cases

Open breached cases.

('Status Value' < 5000) AND (SLM Status = "Breached")

High Priority Open Cases

Open high priority cases.

('Status Value' < 5000) AND ('Priority' = "High")

Critical Priority Open Cases

Open critical priority cases.

('Status Value' < 5000) AND ('Priority' = "Critical")

VIP Open Cases

Open cases requested by VIP users. It includes both requester and contact details.

('Status Value' < "5000") AND (Requester.VIP = true)

All Cases In Last 1 month

Cases raised in the last 30 days.

('Status Value' >="1000") AND ($TIMESTAMP$ - 'Created Date' <= 2592000)

All Cases In Last 3 months

Cases raised in last 3 months.

('Status Value' >="1000") AND ($TIMESTAMP$ - 'Created Date' <= 7776000)

All Cases In Last 6 months

Cases raised in last 6 months.

('Status Value' >="1000") AND ($TIMESTAMP$ - 'Created Date' <= 15552000)

The following table lists the recommended values that you can use when you create custom filter presets:

Name

Field name

Description

Assignee

Assignee Login Name

Use the login ID of the user.

You can use $USER$ for the current user and $NULL$ to pass a null value.

Status

Status Value

Use the the following numeric status values:
New = 1000
Assigned = 2000
In Progress = 3000
Pending = 4000
Resolved = 5000
Cancelled = 6000
Closed = 7000

Examples of creating custom filter presets to search records

Example 1: Create a custom filter preset to view all open unassigned cases for Employee Relations support group

To create this custom filter preset:

  • Use the All Unassigned Cases out-of-the-box filter preset.
  • Add Assigned Group = Employee Relations filter.
  • Save.

Example 2: Create a custom filter preset to view open cases assigned to a case agent in Procurement support group

To create this custom filter preset:

  • Use the My Open Cases out-of-the-box filter preset.
  • Add the Assigned Group = Procurement filter.
  • Save.

Example 3: Create a custom filter preset to view all open cases for Compensation and Benefits support group

To create this custom filter preset:

  • Use the All Open Cases out-of-the-box filter preset.
  • Add the Assigned Group = Compensation and Benefits filter.
  • Save.

The following short video (0:31) shows how to create a custom filter preset:





 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Business Workflows 21.02