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.

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 following numeric status values: New = 1000 Assigned = 2000 In Progress = 3000 Pending = 4000 Resolved = 5000 Cancelled = 6000 Closed = 7000 Note: If a custom status is defined, it is not displayed in the Status filter. The out-of-the-box status value is displayed for the custom status. However, you can enter the custom status to filter the cases based on the custom status. The custom status is also displayed in the cases grid. For example, if the default Assigned status is customized to Assigned to, the value displayed in the Status list is Assigned. But you can enter Assigned to to search for the cases with the Assigned to status.

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:

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

Examples of creating custom filter presets to search records

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