Tip #168 - How To Create & Assign Custom Panels To the Case Summary Screen

In addition to the standard panels that are available by default on each case’s Summary Screen, you have the ability to create four additional “Custom View Panels” that can be displayed as well. The Custom View Panels will appear in the four general areas shown on the screen shot below^[1]. You can choose to have any of the panels display.

Create the Custom View Panels
The Panels are created using “View Templates”. You can use merge codes to display information from the case, as you would in any email, note or appointment template. Go to: Admin > Email/Note/Appointment/View Templates^[2]. Although there are generally no restrictions with the name that you give to the View Template (or email template, if that is used), you may want to use a name that will help to distinguish it from your other types of templates (Email, Note, Appointment). Also, indicate which panel that the template will be used for. For example: “Custom View Panel 1 – Auto Accident”.

Configure the Custom View Panel
Next, you will need to configure the Custom View Panel to “assign” the template to a Panel (remember, there are four panel areas available). Also, specify in which Case Group(s) and/or Case Type(s) the panel(s) will appear. Go to: Admin > Template Pages Configuration, then click the “Add Configuration” button in the top left corner of the page. Click the drop down for Page and choose one of the Template Panels (1 – 4).

Next, click the drop-down for Template and choose the appropriate template that you created, as described in Create the Custom View Panels above. Choose from among the Case Groups and/or Case Types in which you want this Custom View Panel to appear. Remember to click the “Save” button when you have finished making your selections.

Assign The Custom View Panel to the Case Group(s)
The final step is to assign the Custom View Panel to Case Group(s) so that the panel(s) appear on the Summary Screen of the appropriate cases. Go to: Admin > Picklist Maintenance > Case Summary Page Design. Filter for the Case Group and then click the edit button (pencil in the far-right column) for the Case Group that you want to work with.

On the Edit Form page, click the check box(es) for the appropriate Custom View Panel(s) that you want to activate. Then click the “Update” button.

The selected Custom Panels will now appear on the Summary Screen of the designated cases.

[1] The exact location of the panels may shift slightly depending on whether all the standard default panels are active.

[2] If you do not have the “View Templates” option, use the Email Template option instead.