How to Define List View Criteria in

By Jon Paz, T. J. Kelley

The first step on the road to list view independence in is to create your own criteria. Take control of the data you see, and focus on the cases that matter most to you.

The Create New View page, Steps 1 and 2.
The Create New View page, Steps 1 and 2.

In Step 2 of the Create New View page, follow these steps to define your list view criteria:

  1. Choose a filter by owner option.

    For cases, you have the following choices:

    • All Cases: Displays all cases regardless of owner.

    • My Cases: Filters cases to look at only the ones you’re assigned to.

    • Queue: Choose a specific case queue to look at for your view.

    • My Case Teams: Filters cases to look at only cases where you’re on the case team.

  2. Optionally, filter by additional fields.

    This step allows you to get very specific with your list view. You can choose from a wide range of case fields to filter for a subset of cases that matter most to you.

    Use the field drop‐downs to create up to ten field filters for your list view. If you choose to go beyond five field filters in this section, you must click Add Filter Logic and use the Add Row link to add additional field filters.

  3. Optionally, click Add Filter Logic to further hone your results.

    If you want to set criteria that are not united via “AND” logic, you’ll need to add filter logic. For example, you may want to view cases where the priority is high and the status is new. You may also want to view high‐priority cases that have been escalated in the same list view.

    In this example, you would set up the following field filters:

    • Priority equals High

    • Status equals New

    • Escalated equals True

    fter you’ve created your field filters, you input the following filter logic: 1 AND (2 OR 3). This allows you to see high‐priority cases that are either in the new status or have been escalated.