Symptom
You would like to understand how the standard case queries work and the filter criteria for each one of them.
Environment
SAP Service Cloud Version 2
Resolution
- The query All Cases will display all cases created so far in the SAP Service Cloud Version 2 system.
- The query All Unassigned Cases will display all cases which are not assigned to a processor in the system.
- The query My Cases will display all cases that have the Assigned To set as the logged in user, meaning, the user which is looking at the list.
- The query My Draft Cases will display all cases which have the status set as Draft and which were created by the logged in user.
- The query My Team Cases will display all cases that are assigned to the team of the logged in user, considering primary and secondary roles.
- In case the user is not assigned to any team, an error message User not assigned to any team will be displayed.
- The query My Team Draft Cases will display all cases that are assigned to the team of the logged in user and which are set with status Draft.
- The query Cases from last 7 Days will display all cases created within the last 7 days.
- The query Cases from last 30 Days will display all cases created within the last 30 days.
- The query Cases from last 365 Days will display all cases created within the last 365 days.
Keywords
Case, Case Management, Query, Queries, All Cases, My Cases, My Team Cases, Cases from last 7 Days, Cases from last 30 Days, Cases from last 365 Days, SAP Service Cloud Version 2, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To
Product
SAP Service Cloud Version 2 all versions