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Views for cases

Updated on November 22, 2021

Views in cases represent forms that users interact with to provide information for case processing. When you create views, you decide what fields the users see and how they interact with the fields as the case moves towards a resolution. When you create, configure, and organize relevant fields in a form, you can clearly communicate to users data that they need to provide to process an assignment in a case.

To save time, you can reuse dynamic views, which are standard forms that your application automatically manages for each case type that you define. By default, a dynamic view displays fields in a contextual data model during various events, such as case creation and resolution. You can edit a dynamic view to ensure that your case meets your specific business needs. You can reuse the following default dynamic views:

Case Summary (React UI)
Presents case information in a summary pane on the left side of the screen.
Prompts a user to provide information about a case, before processing the first step in the case life cycle.
Details (React UI)
Displays supplementary case information on the case summary pane.
Provides controls for modifying case information at run time. Applications display this view with the Edit details label.
Presents case information to a user in a read-only format. Applications display this view with the Case information label.

To increase the flexibility and efficiency of your application, you can create your own custom views, and then associate them with steps in your case type. For example, in your case view, you can include fields that are read-only, such as a case ID, and fields that a user fills out, such as personal details or a phone number.

Provide views for your case types by completing the following actions:

  • Configuring dynamic views

    You can configure dynamic views that your application displays when users proceed through a case. By changing the default fields in these views, you can customize the forms that users access when they create, update, or review the case.

  • Creating views for case types

    Create personalized views for your case types to capture the data that the case requires to resolve your business processes. As a result, you improve the flexibility of your application and accelerate case resolution, because you can define specific fields that collect information for specific cases. By creating a view, you can also lower application development time and costs, because you can reuse views for multiple case types.

  • Validating field values on a form

    Ensure that users enter valid data on a form before the case moves to the next step in the life cycle. By validating field values, you prevent processing errors and speed up the case resolution process. If the data that the user enters on a form at run time meets the condition in a validate rule, the application displays an error message.

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