Incorporate Case filter screen in Self Service portal

By | December 2, 2019

Sage CRM Portal has improved User experience by extending Customer’s access to the data inputted by them as well as updated by the vendor. A fully responsive version of Self Service portal has provided Menu options to log and search the Ticket details. But, have you ever thought of accommodating certain changes to ease the search operations through these Menu?

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After logging into Self Service portal, you could find that under ‘Support’ menu various options are available. This panel allow users to view/filter Cases based on Status such as All, Open/In Progress and Closed cases.

Default screen available in Sage CRM Self Service portal is as shown below.

Support Tab of Self Service Portal
Support Tab of Self Service Portal

But there is no such provision to filter out specific records based on the Stage or Ref Id of the Ticket. In this blog, we will explain how to incorporate filter screen in All Cases panel of Support Menu?

Below are the steps that you need to follow:

  • Create “ssCaseSearch” search screen in CRM and add the relevant fields.
  • Navigate to “<CRM Install Directory>\Program Files (x86)\Sage\CRM\CRMSelfServiceDemo\ script\srv” and open “mc_getcontent.js” file.
  • Search for “case “support”:” and go to line number 199. Add the below code to display search screen as shown in below image. Once done, save the changes.
Self Service Portal's Script
Self Service Portal’s Script

After making above changes, search screen will be updated in Sage CRM’s Self Service portal as shown below.

Modified Self Service's Support Tab
Modified Self Service’s Support Tab

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