Case Presentation on Open Issues

Administrators can define a presentation view for a template so ESS2 users can see the details of their open cases, add comments and manage file attachments:

Introduction

This feature brings a presentation view for data cards. An admin can define one view per template. A new navigation option “Case presentation” has been added to administration settings, under which all the presentation views can be created and accessed.

To access feature:

1. Go to Self-Service's Admin pages. 
2. There's a navigation option, "Case presentation". Under this, all the presentation views can be created and accessed.
3. Admins can create a presentation view for a template for which they can select a template.
   1.  Only one presentation view can be defined for each template. 
   2. When defining a Case presentation for the template, the admin can choose the attribute used for the page title and the attribute used for the Breadcrumb. 
   3. The admin must also select the attribute to define the issue owner/reporter (required to view the details).
4. There are two methods for displaying a detailed view of open cases: 'Forms' and 'Case Presentation.' The method used is determined by the platform setting 'ngss.presentationview.enabled.'
   1. 'ngss.presentationview.enabled' setting can be either true or false:
      1. true == "Case Presentation" method is in use.
      2. false== Forms method is utilized.
5. Admins can customize display names for each presentation field visible on Overview, Resolution or Details area. Customization can be done on Display Names configuration area.

Admin:

• Can create a presentation view for a template.
  • Admin can select a template from a list of templates.
  • Only one presentation view can be defined for each template.
    • The templates that have existing presentation views can be filtered out from the list of templates.  
  • System templates cannot be selected (hidden from the list).
• Can select the attribute used for the page title (required).
  • The attribute types are limited to to string, static string, reference attribute. Multivalue is not supported.
• Can select the attribute used for the Breadcrumb (required).
  • The attribute types are limited to to string, static string, reference attribute. Multivalue is not supported.
• Admin must select the attribute to define the issue owner/reporter (required to view the details).
• Admin has the capability to determine the visible attributes in the overview area of the case presentation view.
  • During the configuration of the overview, the administrator can choose up to 12 attributes to be on top of the detailed view area.
  • On Display Names configuration area, the admin can customize the name visible for end users.
• Admin has the capability to determine the visible attributes in the detailed area of the case presentation view.
  • During the configuration of the case presentation view, the administrator can choose a desired number of attributes as needed.
  • On Display Names configuration area, the admin can customize the name visible for end users.
• Admin can save the presentation view (Save includes closing the current view and returning to the previous screen).
  • If the required fields are not completed, save button is not available.
• Admin can discard the presentation view before saving (Cancel)
• Admin can view a list of existing presentation views for different templates
• Admin can delete an existing presentation view
  • Admin is asked to confirm the deletion

End-user:

• The end-user can see a list of open cases, and select to view the details of a case.
  • Where a presentation view has been defined, the end-user can select to see the dedicated page for the particular case (as defined by the presentation view for the data card template). 
  • Example: 
    
  • End-user sees information as defined by the presentation view
  • If no presentation view is defined, or the associated template does not exist, end-user is informed they cannot view the details.
• If an attribute defined for the breadcrumb or page title no longer exists, or contains no value, default to “This case”
• Templates cannot be deleted if a presentation view exists.
• Introduce a hidden platform setting (feature flag), that when enabled shows the case presentation menu in the admin UI, and enables usage of case presentations when using requests in ESS2.
  • When disabled, the current way of viewing requests is used.

Configure Overview for Case presentation

In the Overview area, the  administrator can set attributes that can give the end-user an overview of their case. In the Self Service Portal it will sit at the top of a detail view, so it is one of the first things a user sees when they access the page.  Admin can add up to a total of 12 single value attributes.

How to configure Overview area:

1. When configuring overview area
   1. Attributes are displayed by default in two columns
   2. The admin can select them to be presented in 3 columns or 4 columns instead.
   3. The attributes are ordered from left to right, row by row, so that they are distributed evenly.
2. The attributes can be reordered, either:
   1. in the Select Attributes -overlay by using the move up/move down buttons
   2. or in the layout grid (columns), by drag&drop 

Configure Details for Case presentation

How to configure Overview area:

1. When configuring overview area.
   1. Attributes are displayed row by row.
2. The attributes can be reordered.
   1. in the Select Attributes -overlay by using the move up/move down buttons.
   2. or in the list view of the selected attributes, by drag & drop.

Configure Display Names for Case presentation

How to configure Display Names area:

1. Navigate to Display Names tab.
   1. Attributes are grouped to Overview, Details and Resolution areas.
2. Double click on the Display name row you want to change.

Note: To have a persistent value, admin needs to click on outside the table before saving (will be fixed in future releases).

Resolution Field

When configuring the case presentation, the administrator can select an text attribute from the template to be shown as resolution field for the case presentation. It has its own section, located at the top of the page (right below overview attributes if they are set). From there, the end user can quickly see it and the resolution stands out as important information, clearly conveyed to the end-user.

When selecting the resolution field, following configuration rules applies:

• Attribute type can only be text.
• When viewing an existing case, and a presentation view is defined, and a Resolution attribute has been selected and the resolution has been added (has value), the end user can see the resolution.
• In the Portal, the label inherits the name of the attribute.
• The resolution will be displayed entirely, in the same format as in ESM, utilizing Rich Text Formatting.
• If the resolution contains very big images, they will be shrink to fit the resolution container width.
• If the resolution content does not fit the resolution section’s initial maximum height (328px on desktop, 250px on mobile), then instead of showing the whole resolution, it will be collapsed by default.

Commenting

This feature allows end-users and agents to have an interactive discussion on an open case, so that they can convey further information while the case is being investigated.

• An admin can specify an attribute to use for showing comments in Case Presentation
• When viewing an existing case, and a presentation view is defined, and a Comments attribute has been selected, the end-user can see existing comments, and add more comments:
  

Note:

• If the Comments attribute is not set, the Comments section is not shown when viewing a case detail.
• When there are new comments AND case presentation is entered, the New comments are yellow for 8 seconds, and also display text “New” next to the date & time.
  • The text ‘New’ on a new comment will be displayed until either the page is exited, or the user clicks the ‘Add a comment’-component.
• Note: The admin can specify a different comment handler from defined forms, and the presentation view.

File Management

When the Case Presentation is enabled, administrators can specify an attribute to use for showing attached files. When viewing an existing case, and a presentation view is defined, and a File Attachment attribute has been selected, the end user can see existing files, download existing files, and add more files. Note that the admin can specify a different file upload handler from the defined forms and the presentation view.

An admin can specify an attribute to use for showing attached files:

When viewing an existing case, and a presentation view is defined, and a File Attachment attribute has been selected, the end user can see existing files, download existing files, and add more files (existing functionality).

Attribute Tags

When selecting an attribute, the list of attributes shows the attribute's type as a tag next to it:

These lists and tags are shown when:

• Selecting the Source Attribute for a form field.
• Selecting the Target attribute for a form field.
• Selecting an override attributes for a form.
• Selecting the attributes to be displayed on Details of case presentation.
• Selecting the attributes to be displayed on Overview of case presentation.