How to customize the case creation and view screens via a case policy

by Marc Staine

Last updated: 13-Dec-2021

It might be necessary to hide, show, or reorder fields on your case creation and view screens for better work-flows.  You can easily accomplish this by using case policies.

How to show / hide fields

1. Click on "Configuration" from the top navigation bar.
    
2. Go to "Cases" → "Policy"
    
3. Click on the button "New Policy" on the top right corner.
    
4. Select the policy type from the drop down list.
   
   Case Open - this will relate to the case creation screen
   Case View - this will relate to when you are viewing a case
   
   
    
5. Select the tab "Fields to show" and un-check / check the fields to show.
   
   
    
6. Click on button "Save changes" on the top right hand corner.

How to require fields before a case can be created

1. Click on "Configuration" from the top navigation bar.
    
2. Go to "Cases" → "Policy"
    
3. Click on the button "New Policy" on the top right corner.
    
4. Select the policy type from the drop down list as "Case Open"
    
5. Select the tab "Required fields" and un-check / check the fields to be required for the case to be created.
   
   
    
6. Click on button "Save changes" on the top right hand corner.

How to re-order fields

1. Click on "Configuration" from the top navigation bar.
    
2. Go to "Cases" → "Policy"
    
3. Click on the button "New Policy" on the top right corner.
    
4. Select the policy type from the drop down list.
   
   Case Open - this will relate to the case creation screen
   Case View - this will relate to when you are viewing a case
   
   
    
5. Select the tab "Fields" , select the field you want to re-order and either drag to the new location or use the up/down arrows to move to the correct position.
   
   
    
6. Click on button "Save changes" on the top right hand corner.