Cases are created in the Layer to measure the number of service queries or requests your customers raise with you.

There are numerous custom reports in the Layer that allow for reporting on cases but work stacks can also be used both help users manage their work load and for case reporting.

Do I need permission to create work stacks?

Yes, to create a work stack users must have the permission to create work stacks. If a user has the "Disable Browsing Session Template Creation" permission enabled they will not be permitted to create work stacks.

How do I create a case work stack? 

To create a case base work stack follow these steps:

1. Access a module within your account i.e. Presales, Sales, Service etc.

2. From the left hand-side of the screen select the appropriate stack template from the drop down list i.e. Case:

 

3. The New Cases Template stack template will now populate and the choices within this template will create the type of case work stack you create.

We will now discuss these options in detail:

Core Options
Template Title	The title of your work stack e.g. All Open Cases
Suggest Title	Clicking this the Layer will create a title for you based on the creator and created date e.g. Jenny's Case Template (03 August 2017)
View Mode	Denotes whether the template shows all available records or only those owned or delegated to the user using the template, i.e. if a user accesses a stack based on "All Records" if they do not have permission to view all records they will only be able to access records that belong to them.
Order	Specifies a sort order for the stack results i.e.: Created, Ascending/Descending Priority, Ascending/Descending Subject, Ascending/Descending
Display Zone	Denotes the module in which the stack will be saved e.g. Presales, Sales, Service, Ordering, Marketing, Finance or Stock
Display Options	Denotes whether this template should be available to all users within this organisation
Case Options
Close By Range Past Units	The value entered into this will provide a past date range for the stack e.g. 30 days in the past, based on the estimated close date of the case
Close By Range Future Units	The value entered into this will provide a future date range for the stack e.g. 30 days in the future, based on the estimated close date of the case
Created Range Past Units	The value entered into this will provide a past date range for the stack e.g. 30 days in the past, based on the created date of the case
Created Range Future Units	The value entered into this will provide a future date range for the stack e.g. 30 days in the future, based on the created date of the case
Resolved Range Past Units	The value entered into this will provide a past date range for the stack e.g. 30 days in the past, based on the resolved date of the case
Resolved Range Past Units	The value entered into this will provide a Future date range for the stack e.g. 30 days in the future, based on the resolved date of the case
Units (for all three date range types)	The units for your date range e.g. Minutes, House, Days, Months and Year e.g. All cases due in the next X days
Switch to Period (for all three date range types)	This will allow you to select a set period of time to look at (e.g. this week, month etc) instead of the rolling number of days described above. This can also be offset to show periods in the past or future (i.e. this week offset by -1 would show results for last week)
Owner	This will allow you to create a stack based on an individuals cases e.g. All Jenny Linds open cases
Owner Teams	This will allow you to create a stack based on a cases owned by members of a particular Team
Case Categories	This will allow you to create a stack based on a specified case category
Switch to sub-category	Switching to sub-case categories will allow you to create a stack that is based on a singular sub-category
Cost	Allows you to create stacks based on a cases cost
Time	Allows you to create stacks based on case time
Case Statuses	Allows for creating stacks based on statuses e.g. Open, In progress, completed etc.
Case Sources	Allows for creating stacks based on a cases source e.g. E-mail, Self-Service, Portal etc.
Case Priorities	Allows for creating stacks based on the case priority e.g. medium, low, high and urgent

Using these case options you will be able to manipulate the case data to show you required case information.

In our example below you will see that we have created a work stack to show "My high priority cases" but following these steps you will be able to create many other case stack types i.e. all cases by sub-category, all overdue cases etc.

N.B. The image above is a gif, if the gif does not play please open this article in Chrome. 

How do I promote my work stack?

The steps are outlined above in the gif to promote your work stack or you can click here.

I created my stack but I can't get into it?

If you have selected a stack and there is no data in the stack then the Layer will not open the stack for you.

Why am I unable to open my stack?

What Information is in my Case Stack ?

When in the case stack you will have information underneath the following column headers. 

Case Stack Information
Traffic Light	This indicates the priority of the case.
Reference	The case reference number
Time to Breach	The days, hours and minutes until the case is breached. (This is colour coded based on how close to the breach time the case is)
Title	The case title
Customer	The customer who has raised the case
Status	The current Status of the case
Hold	Indicates whether the case is in an on hold status or not
Breached	Indicates if the case has breached it's SLA time or not
Category	The case category and sub-category
Owner	The owner of the case
Original SLA	The SLA hours originally allocated to the case category
On-Hold	How long the case has been on an on hold status in hours and minutes
Current SLA	The current SLA hours (this includes the hours the case has been on hold)
Breach	The date and time the case will breach based on the case SLA.
Resolved	The date and time the case was moved into a closed status.
Est Close	The estimated close date as updated in the case. N.B. this wlll not automatically update.
Noted	The date the last note was added. This will include emails that are swept into the notes.
Last Cust	This is the time and date of the last contact from the customer. This will include incoming phone calls and emails as they are registered to the case.
Costs	Any costs that have been added to the case will be shown here
Time	Any time that has been added to the case will show here
Breach Reason	If breached the reason selected will be shown here
Created	The date and time the case was created

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Author: Natasha Cox