Every Case Type can have its own unique Case Detail page.
Steps to Configure
On the top right, navigate to → ServiceJourney
On the left, navigate to → Setup
Navigate to Forms and Pages → Detail Pages
Click on the hyperlink to the appropriate Case Type detail page
Available Widgets
The Detail Page Builder comes with various widgets.
Widget
Description
Buttons section
Assignment
Button to assign a case
Milestone Routing
Button to route the case to the next available milestone
Action Button
Button to execute a call to a rule, open an APSX page, open an URL, execute custom JavaScript code, or close the window
Custom Widget
Button with custom code
Summary fields
Generic
Use to show text from standard labels (Case ID, Priority, etc.), from the MDM model (ModifiedBy, Category, etc), a hyperlink, or a static label
Case ID
The auto-generated unique ID name of the Case.
Case Owner
Owner of the case (assigned to). This could be a Case Worker, Team, or Business Role.
Case State
State of the case. This varies by Case Type.
Milestone State
Milestone state of the case. This varies by Case Type.
Case Type
The Case Type. By default in the ServiceJourney solution, those could be EMAIL, COMPLAINT, ENQUIRY, or REQUEST.
Created
Date when the case was created and who created it.
Priority
Priority of the case.
Resolution
Shows the Resolution name for a close case. This varies by Cases Type.
Summary
Shows the Summary field of the case.
SLA MS Goal
Shows the time remaining before the SLA Goal date (in green) or the time passed after the SLA Goal date (in red)
SLA MS Deadline
Shows the time remaining before the SLA Deadline date (in green) or the time passed after the SLA Goal date (in red)
Hyperlink
Shows the content of a URL
Donut Chart
Shows the amount remaining of a value set as a donut graph
SLA Chart
Shows the time elapsed before/after the Goal or Deadline SLA date as a donut graph
Date Chart
Shows the time elapsed before/after a customized date as a donut graph
Custom Widget
Widget with custom code
MDM Summary fields
Various fields
These are fields configured in the Case Type's MDM builder
Tabs
Generic
Generic widget to show Form Viewer, MDM Form Viewer, MDM Search Viewer, Party Case, Summary Info, or Tasks.
Case Info
Show the initial information entered when the case was originally created. It uses the assigned Detail Page.
People
Widget to show the list of Case Parties associated with the Case.
Discussions
Enables various participants in the Case (caseworkers) to create a Discussion thread where an open conversation is captured and responded to by other users.
Documents
Widget to show the list of all the documents associated with the case. Ability to upload, remove, and view the document.
Form Viewer
Widget to show a Single Form using Form Builder
History
Widget to show the audit log of events that have happened on the Case.
Notes
Widget to show the Notes posted on this Case.
Related Cases
Show any existing links to another case. For the case types Complaints, Enquiries, or Requests by default are related to the Email case that creates the case.
Tasks
Show all the tasks of the procedure and its status.
Work Activity
Widget to show the log time spent against certain activities.
Case Emails
Widget to show the list of all the emails interactions. Ability to reply, forward, attach to an existing case, or detach from the case.
MDM Form Viewer
Widget to show the Detail and/or the Modify MDM Form
MDM Search Viewer
Widget to show an MDM Search page
Party Case
Show the form to create a new case selecting the Case Type from the customized dropdown list
