Limited filtering for Comms
H
Hakim Chulan
As a user, I currently see all communications for a Case and its Subcases mixed together in one chronological list. I’m not able to view comms for the Case only or for a specific Subcase, and the “Related Workitems” toggle doesn’t provide enough control. This makes it difficult to identify which communication belongs to which work item. The expected behaviour is to allow users to filter or view communications separately for the Case or for each Subcase.
C
Claudine Richardson
Thank you for posting, Hakim Chulan! I have a few more questions for you:
- How frequently do you need to filter communications by Case or Subcase in your workflow?
- Are there specific attributes or criteria you would like to use when filtering communications?
- Would you prefer to have default filters applied, or would you like to customize filters for each view?
H
Hakim Chulan
Claudine Richardson
- Very frequently, especially when multiple Subcases are active and comms become mixed.
- Mainly by Case vs Subcase. Additional helpful criteria are sender type (client/internal) and communication type.
- Customisable filters would be ideal, but having a clear default separation between Case and Subcase would already solve the main issue.