CASE SAVED SEARCH

REQUIREMENT:

New Saved Search and custom fields to support the report.

Eagle Point Solutions are desiring a new saved search to report on the status of cases.  This saved search will pull from related records and require some new fields as well.  A visual of what the report would look like is on the following tab.

Here is a list of the fields for the report.

Filter region:

  • Parent Customer for the case, as a searchable list. The case header record has this field and it is called “Customer”
  • Subdivision – as a searchable list, THIS IS A NEW CUSTOM FIELD which should be on the “Project” record
  • Asset as a searchable, the case header record has this field also
  • Case Assigned to, as a searchable list, in the case header record this is called “Assigned”
  • Salesperson, as a searchable list, the Sales order associated with the case will have a field called “Sales Rep”
  • Region as a searchable list, this field is in the NextService Asset related to the case in the header record
  • Task Type, as a searchable list, tasks are related to cases and there is a task type field in the header record of the task
  • Case Type, as a searchable list, comes from the case header record
  • Project Name, as a searchable list, comes from the case header record

Body of saved search.  The source is the case records.  Each row is a case:

  • Parent Customer for the case. The case header record has this field and it is called “Customer”
  • Subdivision – THIS IS A NEW CUSTOM FIELD which should be on the “Project” record
  • Company/Project Name is contained in the case record
  • Contact name from the case record
  • Case subject field, it is called “Name” on the case header record
  • Case “type”
  • Case “assigned to”
  • “Due Date” field from the related task record, if multiple tasks are related to the case, we want the task type from the filter region here
  • “Installer Assigned” also comes from the related task record.  The installer will have a purchase order created for them and their vendor type is called “installer”.  That will probably help create conditions in order to find them for the report.
  • Phase Completed dates.  This is a new field that should be on the Case record.  We want a drop-down list created with “Phase 1”, “Phase 2”, “Phase 3”, “Phase 4”, “Phase 5”, “Phase 6”.  In this report we want the phases in the column heading and the date the phases are toggled complete to populate on each case’s row.  If there is a date for that phase, have the cell shade a light green.  Otherwise, leave it blank and white.
  • Revenue and costs related to the case are the last two columns.  The related sales order should be able to estimate the revenue and costs.  If this is too difficult, let us know so that we don’t have this one thing stop the whole project.

New, Custom Fields Requested:

  • “Subdivision” – Subdivision – THIS IS A NEW CUSTOM FIELD which should be on the “Project” record
  • “Current Phase” – This is a new field that should be on the Case record.  We want a drop-down list created with “Phase 1”, “Phase 2”, “Phase 3”, “Phase 4”, “Phase 5”, “Phase 6”, “Complete”.
  • “Release Number” – This is a freeform text field up to 24 characters and should be added to the case record
  • “Need Revised Customer Purchase Order” – This is a Yes/No field and should be on the Sales Order record and form

“Customer Class” – The customer class field is a drop-down list field that should be added to the customer records.

Our Solution

This requirement can be achieved by creating new custom fields on Case, Project, and Sales Order records. And generate a saved search for case records that includes the fields on the case record and related task, project, and sales order records.

Please see the list below for the saved search details for the case status.

Filter Region:

  1. Parent Customer for the case, as a searchable list. The case header record has this field and it is called “Customer”
  2. Asset as a searchable, the case header record has this field also
  3. Case Assigned to, as a searchable list, in the case header record this is called “Assigned”
  4. Case Type, as a searchable list, comes from the case header record
  5. Project Name, as a searchable list, comes from the case header record

6. Subdivision – as a searchable list, THIS IS A NEW CUSTOM FIELD which should be on the “Project” record

7. Salesperson, as a searchable list, the Sales order associated with the case will have a field called “Sales Rep”

8. Region as a searchable list, this field is in the NextService Asset related to the case in the header record

9. Task Type, as a searchable list, tasks are related to cases and there is a task type field in the header record of the task

Result Fields:

  1. Parent Customer for the case. The case header record has this field and it is called “Customer”
  2. Company/Project Name is contained in the case record
  3. Contact name from the case record
  4. Case subject field, it is called “Name” on the case header record
  5. Case “type”
  6. Case “assigned to”
  7. “Due Date” field from the related task record, if multiple tasks are related to the case, we want the task type from the filter region here
  8. “Installer Assigned” also comes from the related task record.  The installer will have a purchase order created for them and their vendor type is called “installer”.  That will probably help create conditions in order to find them for the report.
  9. Phase Completed dates.  This is a new field that should be on the Case record.  We want a drop-down list created with “Phase 1”, “Phase 2”, “Phase 3”, “Phase 4”, “Phase 5”, “Phase 6”, “Completed”.  In this report add the phases in the column heading and the date the phases are toggled complete to populate on each case’s row.  If there is a date for that phase, have the cell shade a light green.  Otherwise, leave it blank and white.
  10. Revenue related to the case is in the last columns.  The related sales order should be able to estimate the revenue
  11. Cost related to the case is in the last column.  The related sales order should be able to estimate the costs.
  12. Subdivision – THIS IS A NEW CUSTOM FIELD which should be on the “Project” record

New Custom Fields:

  • Subdivision(List Field on Project Record): The subdivision field is a drop-down list field that should be added to the project records.
  • Current Phase Field(Drop down field on Case Record): Users can use the current phase  drop-down list to quickly switch between phases.
  • Release Number: Freeform text field on case record
  • Need Revised Customer Purchase Order: Checkbox field on the sales order record
  • Customer Class: The customer class field is a drop-down list field that should be added to the customer records. 

Assumptions

  • Generate new custom fields and create a saved search with the details mentioned above.

Risks

  • In a saved search, the phases field value will populate the most recent date field of phases changing from the system notes using the possible formula. That may not be achievable if the formula requires more customization.

Time

12 hours

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