Case Saved Search That Displays Cases a Support Rep Escalated to a Specific Support Rep

Scenario

Create a Saved Search that displays who a Case has been Escalated to.

Solution

1. Navigate to Lists > Search > Saved Searches > New
2. Click Case
3. Search Title: Enter Title
4. Click Criteria
5. Filter:
   • Select System Notes Fields..
     1. System Notes Filter: Select Field
     2. Field: Select any of
     3. Multiselect box: Select Escalatee
     4. Click Set
   • Select System Notes Fields..
     1. System Notes Filter: Select Set By
     2. Multiselect box: Select support rep that escalated the case
     3. Click Set
   • Select System Notes Fields..
     1. System Notes Filter: Select New Value
     2. Multiselect box: Select support rep to who the case was escalated
     3. Click Set
6. Click Results
7. Field:
   • Select Number
   • Select Subject
   • Select Status
   • Select System Notes Fields..
     • System Notes Field: Select New Value
     • Custom Label: Enter Escalated To
8. Click Save & Run