3246273 - How the Standard Case Queries Work

You would like to understand how the standard case queries work and the filter criteria for each one of them.

SAP Service Cloud Version 2

• 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.

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