[FinOps]

I would like to filter a saved search based on the custom form filed on a support case. Is there a way to do this. Custom Form doesn’t appear to be a field, is there a way around this? Basically I have about 10 different support forms and I would like the retrieve the results of about 3 of these forms without the other 7.
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[mlucentales]

Hello FinOps,

The Custom Form field for Case Search is currently not exposed. Here is a simple alternate for you:

A. Create a custom CRM field.

1. Navigate to List > Customization > CRM Fields > New.

2. Enter a name in the Label field. (Ex. Case Custom Form)

3. Check the Case check box on the Applies To tab.

4. Save.

B. Create a Workflow using Workflow Manager that will copy the value of the Custom Form field to the Case Custom Form (from step A).

1. Navigate to Setup > Customization > Workflows > New.

2. Enter a value for the Name field. (Ex. Case Custom Form Workflow)

3. Select Case in the Record Type field.

4. Check Execute as Admin check box.

5. Check Enable Logging check box. (optional)

6. Set the Release Status to Released.

7. Under Event Definition, check On Create and On Update check boxes.

8. Click Save.

9. Click the New State button on the Diagram section.

10. Enter a value for the Name field. (Ex. Set Custom Form Value)

11. Save.

12. Click the Set Custom Form Value action under the Diagram section.

13. Click New Action button on Workflow State section.

14. Click Set Field Value.

15. Select Case Custom Form (custom field from A) in the Field drop down under Parameters.

16. Click the From Field radio button in the Value section.

17. Record field should be Current Record by default. Select Custom Form in the Field drop down below Record field.

18. Click Save.

Result: Every time a new case is created or an existing case is edited, the value of the Case Custom Form is set based on the value of the standard Custom Form field.

You can use the Case Custom Form (custom CRM field from step A) on your saved searches.

Note: The new custom field will be blank for existing cases unless you update each record. If you need to update multiple cases, you need to create a saved search that contains the cases with Case Custom Form field blank. Then edit the workflow using the following steps:

1. Click the Scheduled radio button.

2. Select the case saved search in the Saved Search field.

3. Save.

Check the result of your saved search after an hour. If the search result is already empty, you may update the workflow to use Event Based Initiation (same settings as described in step B).

I hope this helps. Please let me know if you have further questions.

Thanks,

[FinOps]

Thank you so much. This will work beautifully.

[Author]

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