4 Searching Cases

This chapter describes various search mechanisms and the process to search for cases.

About Case Search and Case List

Case Search enables you to filter cases that you want to view and analyze on the Case List section. You can filter the Case List based on following case search criteria.

Figure 4-1 Case Search and Case List

• Enterprise Case Management filters cases based on the following conditions:
  • The Case/Event IDs, Views, and search criteria.
  • Your access control permissions.
• The Views search option represents pre-populated search queries.
• The Case ID Search Criteria are mutually exclusive with all other filter criteria.
• The Case List displays the list of cases as per the search criteria specified in the Case Search section.
• By default, the Case List displays 15 records per page. You can increase the number of records by clicking on the Records Per Page box and entering up to 300. To configure this limit, refer to the Configuring Case List Records Per Page Limit section in Administration and Configuration Guide.
• Various actions can be taken on the filtered cases.
• Export cases in Excel or CSV format.
• Highlighted overdue cases in Red color in Due Date column.
• Cases nearing the due date is highlighted in Blue color in Due Date column.
• Displays case priority in different colors that help you to easily differentiate the cases with High, Medium, and Low priority. You can sort the priority in ascending or descending order.