Using the out of the box data model offered by ServiceMax using cases and work orders but also case lines, we have a scenario for specific roles that is simple to find work, but other roles this becomes more complex.
Remote service engineer (L1) can look always in work order object related list view in browser, in order to find new records for work orders which need to be accepted or already accepted that need to be completed (1 list view on work order object from the browser)
Technical Support Specialist (L2) by default have to work on case list views to find cases being escalated to accept and act as escalation owner, but also on work order list views (when they are acting as L1 RSE), and finally also on case line list view (when acting as escalation team member part of an escalation team).
This makes it difficult for such users to switch between different objects to check individual list views.
We need a way to present to users records (irrespective on object) that require their attention. A common field we have on all 3 objecs mentioned in the Service Team the technician is part of, so for example a new WO can be stamped with a look up to a service team of which engineers are expected to own it, even before a techinician is assigned).
We already looked at possibility to use report types, but we could only combine cases with case lines or cases with work orders. So it was not possible in 1 report to show cases and work orders and case lines with a common attribute.
Last requirement is to be able to have dymaic sortinmg of records in that consolidated list, by priority for example, or by created time, even for records from different objects.
What is the underlying problem do you intend to solve with this idea?
Complexity for finding work from different objects.
How is the problem being addressed today, if at all?
Users have to switch between different tabs and then check the right list view on such object, system remembers the last visited list view per object, but still changing of object tabs is needed.