When creating a case work stack, select Case from the Template Type drop down menu on the left hand side of the screen.
From here, the workstack creation pop-up will appear, and is split into two different sections.
Core Options
Core options includes the following:
Template Title
View Mode – Whether the workstack shows All Records or My Records
Order
Display Zone – Which module the workstack will appear within
Display Options – If the workstack is to be a Global Template i.e. available for everyone to see
Case Options
The first few details refer to a range of time that the workstack should provide details for. They can be measured using past and future units, or by clicking Switch to Period, which allows you to choose a range of a week, month, quarter, year, or day.
Examples:
Should you wish to show cases that have a estimated close by date that has already passed you should put 365 (maximum 5000) past units, and -1 future units.
Should you wish to show all the cases that have been resolved in the past week, you should click Switch to Period and select Week.
The following section includes Owner and Teams. Within this section you can select the owner of the work stack, and can also choose the team that they are in. This will mean the owner has control of the workstack, but the members of their team will also be able to view it.
It is then also possible to filter the workstack with the following:
Category (Or Sub category)
Cost Allowance
Time Allowance
Case Status
Case Source
Request Type – Incident, Request, Critical Fault
Customers
Case SLA
Once you have filled out all the details you want to use to filter the workstack, you can then click Save in the bottom right-hand side to create the workstack. From here, it is then possible to view the stack within Saved Stacks providing that you have given yourself permission to view it, and then to Promote it to your specific module.
