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Dynamics 365 Community / Forums / Customer Service forum / Remove or Edit the fil...
Customer Service forum

Remove or Edit the filter in Interactive Service Hub

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Posted on by Community Member

Could anyone help please? How do I either clear or change the filter on the Interactive Service Hub Tier 1 Dashboard?

Some of our cases may be open for longer than a quarter and I want to see all Cases at anytime, or at least the option to change the default filter when the Tier 1 Dashboard first loads up? It will really confuse users when cases start to disappear from this view

Thank you.

ISH-Dashboard-1.JPG

ISH-Dashboard-2.JPG

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  • Suggested answer
    Hamish Sheild Profile Picture
    Hamish Sheild 428 on at

    You can do this by configuring the Tier 1 Interactive Dashboard and setting the Filter By and Time Frame fields.

    pic5.png

  • Community Member Profile Picture
    Community Member on at

    Thanks Hamish, I'm aware of those settings, is there a way to remove the timeframe all together or have it extend longer than a quarter?

    I might set it to "Modified on" and "This Quarter" for the best visibility of cases.

    Thanks,

    Al

  • Hamish Sheild Profile Picture
    Hamish Sheild 428 on at

    Hi Al,

    Unfortunately this is the only option to configure the timeframe.  I don't think you can remove it and I can only assume this is for performance reasons.

    Your idea about setting to "Modified on" and "This Quarter" is probably the best approach.  You may want to have some sort of process which updates the open cases at the start of each quarter so that the "Modified on" date falls within the current quarter.  Be careful with this though and consider the number of case records you have and any other processes which may be triggered or affected.

  • Community Member Profile Picture
    Community Member on at

    Thanks for your reply, this might sound like a daft question but when it refers to "This Quarter", does that mean Today's date with 1.5 months past and future, or my Q2 and if I move into Q3 my dashboard will be 'blank' until some Q2 cases get modified (similar to "This Month")?

  • Community Member Profile Picture
    Community Member on at

    Did you ever get an answer to this?  There does not appear to be any way to remove the filter or set it to a default Customer Time Frame.  It really devalues this feature, which appears to be useful.  Any additional information on this would be helpful.

  • Community Member Profile Picture
    Community Member on at

    Hi Maranate, no I didnt.

    For the time being I've set it to modified within a Quarter then any resolved cases should eventually hide themselves. Worst case scenario I might do a workflow that keeps a look out for Active Cases which havent been modified in a quarter, which shouldnt be alot.

    Bit of a workaround for now but its a shame its not something you can simply disable, but it might be for performance purposes come to think of it!

  • Community Member Profile Picture
    Community Member on at

    Thanks, Alistair.  Did you confirm if the filter for This Quarter is based on calendar quarters?

  • Fabricio Profile Picture
    Fabricio 35 on at

    Hello Maranate,

    I have confirmed it uses the calendar quarters. I have set to "Modified last quarter", we just turned July and all items modified last month and before are filtered out.

  • Community Member Profile Picture
    Community Member on at

    I don't understand the logic with this. So when the 1st October comes around, my team will look at the dashboard and see nothing until someone updates a ticket. That doesn't make any sense to me, not an effective dashboard. They've just updated it to the Customer Service Hub with the latest CRM online update and theres a custom date setting front-end but nothing back-end. Baffling! I'm going to raise it with support, see if they can offer any insight

  • Community Member Profile Picture
    Community Member on at

    CustomerServiceDashboard.jpg

    Can confirm, it 'resets'. Utter rubbish, what is the point of a Dashboard that wipes itself every quarter?

    I'm going to log with Microsoft, see the reasoning behind this and if there's a workaround

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