Toggle menu

Case Search Form and Filters

The Case Search article lets you control which cases are searched, how the search behaves, and build custom filters to use on the search form.

The Search Form

Case Search Standard Filters
 

The filters that appear on the form are set in the article extras. You can choose from:

  • Keywords
  • Case type and subtype
  • Case status
  • Case stage
  • Date range
  • Name (of the user who raised the case)
  • Address
  • Email Address
  • Telephone number

If you don't select any options, the form will display the keyword, case type, case status and date range fields.

Keywords

Search by the user's name, email, case reference number (business key), phone number, postcode or address.

Technical Note
The default process variables used for the keyword search are: "form_name", "form_onbehalfofname", "form_businesskey", "form_emailaddress", "form_phonenumber", "form_postcode", "form_addresstext"

Extending the Keyword Search

You can add additional fields to the keyword search, which means you can search for terms specific to your case types.

Pick "Keyword search" from the list of query fields, then press the "Add keyword search query field" button:

Adding Keyword Fields
 

Enter the names of the form fields you'd like to be searched. There's no need to include the form_ prefix used for process variables.

Case Type and Subtype

The search will only return cases of certain types and subtypes. The case search article extras list all configured types and subtypes - select the ones you'd like to be searched. If you don't pick any case types, no results will be returned. If you don't pick any subtypes, all subtypes for your selected cases will be returned.

The search will always be restricted to the case types you pick in the extras. Picking subtypes that correspond to your selected case types will also restrict those case types by subtype.

The case types and subtypes you've set up in the article extras also appear as options in the drop-down filters on the search form. You can pick a particular subtype to search for, or search across all subtypes of a particular case. If a case doesn't have subtypes, just the case type name is displayed.

In this example the "Allotments" case type has three subtypes, the "Damaged pavement" case type has none.

Case Search Subtype Filters
 

Technical Note
The list of case types and subtypes is cached. The cache is rebuilt every 15 minutes, but can be cleared manually using the Support and Diagnostics Tool

User Permissions

Choose whether or not the cases returned by the search are restricted to those the current user has permission to view or manage.

If you pick "Don't filter" then all cases that match your filters will be returned. Users will be able to see the results and details that appear in the search, but won't have the "View case details" button described in Case Search Results.

If you pick "Filtering enabled" users will only see results for the cases that can match the user group permissions they have. That means users will need to be members of the case manager or "Enquiry Groups" set up for a case type in the Groups configuration.

Case Status

The status drop-down automatically includes the statuses that are configured for your chosen case types. Once you've picked a case type, the list of statuses updates so only relevant ones are shown.

Dates

Search for cases opened or closed in preset ranges (today, yesterday, this/last week/month/quarter/year) or in a custom date range.

If you pick "Date range" from the list of query fields, you can customise which options appear in the drop-down rather than displaying the full list:

Case Search Date Options
 

Custom Filters

You can add extra filters to the search form to filter the results using values relevant to your case types. To create a custom filter, press the "Add custom user filter" button.

Adding Custom Filters
 

Custom filters can be one of three types. For all three, the fields you want to filter on must be set as searchable in the form used to raise the case. There's no need to include the form_ prefix used for process variables.

All three filters let you set:

  • Display label - the label that will appear on the search form
  • Query field - the name of the searchable form field to query
  • Type - one of none, drop-down or text box, see below
  • Options type - either fixed values entered into the article extras, or the name of an end point, see below

None

The "none" filter is used to restrict the search by a fixed value. Users won't have the option to remove or change the filter. None filters should set a single default value for the field you want to query on. You can enter a fixed value, or call an end point to retrieve it (see Case Search Configuration for more on end points).

In this example, the form used to raise the case sets a "site" that the case relates to - people filling out the form can pick one of three options. By using the "none" filter, the search can be restricted to one of those sites.

The extras look like this:

None Filter
 

Which has added a fixed "Site - Parkside" filter to the search:

None Filter Results
 

Drop-down - Fixed

The drop-down filter lets users pick from a list of options to filter the results by. Enter the name of the searchable form field to query, then build up a list of options that will appear in the drop-down.

This example creates a drop-down filter which matches a drop-down field on the form used to raise the cases:

Drop-down Filter Fixed
 

This adds the following to the search form:

Drop-down Filter Results
 

Drop-down - End Point

Rather than entering fixed values into the article extras, your drop-down field can populate its options by calling an end point.

End Point Filter
 

Picking "Endpoint" as the option type reveals a new field. The options endpoint drop-down lists all of the end points in the Case Search Configuration. Pick the one you'd like to use.

Text Box

The text box filter lets users enter text to filter results by. Enter the name of the searchable form field to query.

This example adds a text box that can be used to enter an ID:

Text Box Filter
 

Which adds the following to the search form:

Text Box Filter Results
 

Show in Results

All three filters also have the option for the field and value to appear in the search results. Pick "Yes" from the drop-down and the display label and value (if found) will appear in your search results.

Last modified on 03 November 2023

Share this page

Facebook icon Twitter icon email icon

Print

print icon