Configuring Open Cases

The ESS2 platform allows Self-Service users to view their own open issues directly on the self-service homepage. This section is referred to as "Open Cases" on the Self-Service side, and it must be configured on the ESM admin side. The first step is to create views, such as for Incidents, Tickets, and/or Service Requests, assuming these templates are in use.

Administrators can configure up to nine different templates (processes) for the Open Cases view. Please note that the view name can be modified.

The views are built with the following preconditions:

• Views must be saved under the self-service views area in ESM: 
  
• If the self-service view is not visible, please check the roles to ensure that the setting "User can edit reports in self-service views" is enabled: 
  
• Views must be configured as follows:
  • Selected columns have to be exactly three columns and: 
    • Subject (or Similar Field): This column displays the data card's name. The datatype of this field must be a string.
    • Static String: This column displays the status. The datatype of this field must be a static string. The status should be defined as "Closed" if/when this is set for closed cases.
    • Deadline (or Similar Field): This column shows the target deadline as a date and time. The datatype of this field must be date and time, and sorting must be applied to this column.
• In conditions there has to be a path to user id information. For example, add condition path: 
  • Customer >> Active Directory Account; equal to; #userId#

Ensure that all views are sorted by date and time in the same ascending or descending order. 

Once the views are created, the admin needs to create a Self-Service dashboard named (not case-sensitive): My Open Requests

After creating the dashboard, the admin should add all views to it. On the ESS2 side, all data from the dashboards is displayed and sorted as one list view for the self-service user. Note that all ESS2 end users will see their own data from the dashboard.

Administrators can define a form for processes visible in the Open Cases view. Additionally, administrators can configure requests created without using a form, such as Service Requests, to be visible and accessible from the Open Cases view.

The Open Cases view displays requests for all templates with a list view defined in the My Open Requests view, as mentioned earlier.

The detailed view of the requests is determined as follows:

• By default, the request data card's attributes are automatically mapped using the form that was used to create the request.
• If the form is not available (for example, if the request was submitted without a form or the form was deleted), the first published form on the request data card's template is used as an alternative.
• In cases where there is no fallback form available, the request will still be visible in the Open Cases view for Self-Service users. However, they won't be able to access the detailed view of the request. This can be resolved by publishing a form on the request data card's template. 
   

Configuring Closed Cases

Settings related to Closed Cases are not visible by default. To make them visible, set the platform setting ess2.closed.cases.feature.enabled as “true”.

Starting 2025.1 the “Closed Cases” settings are visible by default under General Settings.

The ESS2 platform can show a self-service user's own closed issues on the self-service "My Cases" page. The first step is to create views for Incidents, Tickets, and/or Service Requests, assuming these templates are in use.

• Administrators can configure up to nine different templates (processes) for the Closed Cases view.
• The views are built with the following preconditions:
  • All views must be saved under the self-service views area in ESM.
  • If the self-service view is not visible, check the roles to ensure that the setting "User can edit reports in self-service views" is enabled.

Views must be configured as follows:

• Selected columns: 
  • Subject (or Similar Field): This field displays the data card's name. The datatype must be a string. (ESS2 UI: Name)
  • Created (or Similar Field): This field shows the date and time of creation. The datatype must be date and time. (ESS2 UI: Created)
  • Resolved Date (or Similar Field): This field shows the date and time when resolved. The datatype must be date and time. (ESS2 UI: Resolved)
  • Resolution: This field shows the resolution provided to the data card. The datatype must be text. (ESS2 UI: Resolution) 
     
• In conditions there must be path to user id information. For example, add the condition path: 
  • Customer >> Active Directory account ; equal to ; #userId#

Ensure that the views are sorted by date and time in the same ascending or descending order. Once the views are created, the admin needs to create a Self-Service dashboard named: My Closed Requests

After creating the dashboard, the admin must add all views to it. On the ESS2 side, all data from the dashboards is displayed and sorted as one list view for the self-service user.

In the ESS2 UI, the following columns are visible:

• Name
• Created
• Resolved Date
• Resolution

To show the resolution in the tooltip of the Resolution cell, up to 450 characters are displayed on the tooltip. To view more data in the resolution field, the end user needs to navigate to the detailed view, which is defined by the Case presentation configuration (more information in Case Presentation).

End users can filter closed cases data by:

• Created (all, in last 30 days, in last 3 months, in last 6 months or within last year)
• Resolved (all, in last 30 days, in last 3 months, in last 6 months or within last year)
• or by free text visible on Closed cases columns