Scenario: Users created a Case Saved Search and want to show how many cases there are per Type (grouped). Users have 3 Case Types:
Question
Concern
Problem
The Saved Search pulled up 15 results (5 with no Type selected, 5 with Question and the other 5 is Concern for the Type). What users would like is to show all the 3 Types of Cases in the list even if there are no results for that particular Type. By design, a value in a field does not show up in the list of results of a Saved Search if there are no results found.
In the Results tab of Case Saved Search > Columns subtab > configure the settings below.Note: Other columns are omitted if there are no values that need to be entered.
Field | Summary Type | Formula | Custom Label |
Formula (Text) | Count | case when {type} = 'Problem' Then {internalid} END | Problem |
Formula (Text) | Count | case when {type} = 'Concern' Then {internalid} END | Concern |
Formula (Text) | Count | case when {type} = 'Question' Then {internalid} END | Question |
Formula (Text) | Count | case when {type} is null Then {internalid} END | - None - |
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