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.
Yes, this is beoyond strange.
Ofcourse we cant use a filtered dashboard on dates, the whole point is to not leave anything out.
The status should obviously be the only filter to apply, like "Active" or "Closed" Cases and Opportunities, and I assume Microsoft will fix this.
Until then we have to abandon this for now and use the old dashboards instead in several projects.
The new dashboards are also missing editable grids, the workaround for that is to "pop" to a new window, but unfortunately this functionality is missing as well.
We are looking into using the old dashboard trough iframes in the Interactive Service Hub to get the filter and "pop" to work.
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
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
Thanks, Alistair. Did you confirm if the filter for This Quarter is based on calendar quarters?
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!
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.
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")?
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.
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
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