Cases Screen - Filtering Cases – PACCAR Solutions

Overview

The All Cases screen is your central hub for viewing and managing service cases at your location. A dedicated filter bar sits above the case table, making it easy to see which filters are active and adjust them without digging into column headers. Filters persist across sessions and navigation, and each tab — All Cases, My Cases, and Watching — maintains its own independent filter state.

Your administrator can configure how many recent cases appear on this screen (5, 10, 20, or 50) under Admin > Customize Your Database > Location Information > Features > Recent Cases Page.

Using Case Filters

Filters are available on the All Cases, My Cases, and Watching tabs. Use them to narrow the list of cases shown in the table.

Click the filter you want to apply.
Select the options that best fit your needs.
The case table updates immediately to reflect your selections.

If the filter you need is not visible, click + ADD FILTER and select it from the list.

Managing Your Filters

Adding a filter — Click + ADD FILTER and select the desired filter. It appears in the filter bar and remains visible even when no options are selected.
Removing a filter — Open the filter dropdown and click Remove Filter. The filter is cleared from the bar.

Common Filters

Filter	Description
Repair Status	Filter by the repair status set by the service provider (e.g., Diagnosing, Hold – Parts, Complete – Gone).
Fleet Status	Filter by the fleet-facing status (e.g., Approved, Waiting Auth, Drop-off).
Program Type	Filter by the program type assigned to the case.
Complaint	Filter by the complaint or fault description.
Sub Vendors	Filter by sub-vendor involvement.
Severity	Filter by fault code severity level.

Date Range Filters

Use the date filter to control the time window of cases displayed:

Option	Behavior
2 Days Ago	Cases created or updated within the last 48 hours.
This Week	Cases created or updated within the last 7 days.
This Month	Cases created or updated within the last 30 days (rolling — does not reset at month boundaries).
Specific # of Days Ago	Choose a custom number of days, from 1 to 90.
Specific Date Range	Select a fixed start and end date.

Important: Date filtering uses "between" logic. For example, selecting September 18 to September 20 shows cases only from September 18 and 19. To include September 20, set the end date to September 21. Dates are stored in UTC, so midnight UTC equals 8:00 PM EST.

Milestone Quick Filters

Note: Milestone quick filters are currently available only to pilot participants. To enable them for your location, contact your PSSM Program representative.

A row of milestone filters appears above the case table on the All Cases screen. Each filter displays the number of cases in that milestone, so you can see your workload distribution at a glance.

Available Milestones

Milestone	Description	Repair Statuses
Arrival	Cases in an arrival-related repair status.	Appointment, Checked-In
Diagnosis	Cases currently in diagnosis.	Diagnosing, Triage
Approval	Cases awaiting customer approval, approved, or declined.	Approved, Pending Approval, Declined
Repair	Cases actively in repair.	Body Shop, Road Repair, Road Test, Sublet, Tech Support, Working, Hold (Parts), Parts BO, Parts (Ordered)
Ready	Cases ready for pickup or delivery.	Asset Ready, Asset Released, Invoice
Other	Cases that do not fall into the above milestones.	Drop-Off, Pick-Up, Hold (Vehicle), Waiting, Yard (Waiting)

Approval Milestone Statuses

Selecting the Approval milestone filters the list to all cases in an approval-related status:

Status	What It Means
Approved	The customer has approved the estimate, and the work is ready to advance.
Pending Approval	The estimate has been sent and is awaiting the customer's decision.
Declined	The customer has declined the estimate, and the case may need follow-up.

Combining Milestone Filters with Other Filters

Milestone filters stack with existing filters such as assignee, department, time, and severity. The All, My, and Watching tabs remain separate. Sort by the Time on Status column to surface cases that have been waiting the longest.

Sorting Columns

Click a column header to sort cases in ascending or descending order. Columns with an active sort display a different background color and an up or down arrow indicator.

Tabs

Tab	Description
All Cases	All cases at the location, regardless of assignment.
My Cases	Only cases assigned to the logged-in user.
Watching	Cases you are actively watching.

All filters apply within the selected tab, and each tab maintains its filters independently.

Customizing Columns

Click the gear icon (⚙) in the top-left corner of the cases table to:

Add or remove columns by checking or unchecking the boxes next to each column name.
Reorder columns by clicking and dragging the double-arrow icon next to a column name.
Click Save Changes to apply your layout.

Your column preferences are saved per user and persist across sessions.

Exporting Filtered Results

Click the Download Results button to export the currently displayed (and filtered) cases as a CSV file. Exports are limited to 100 records at a time.

Filter Persistence

Filter selections are saved automatically. If you navigate away from the page or close your browser, your filters are retained when you return. Each Cases tab maintains its own filter state independently — filters on All Cases, My Cases, and Watching do not affect each other.

Tips and Troubleshooting

Filter not visible? Click + ADD FILTER to add it to the bar. If it still doesn't appear, contact Decisiv Support.
Repair Status filter shows only "All"? No cases in the current date range have distinct repair statuses. Try broadening your date range.
Milestone filters not showing? These are currently pilot-only. Contact your program representative to request access to the pilot.
Cases not loading? Confirm your browser is supported, then try refreshing the page or clearing your browser cache. If the issue persists, contact Decisiv Support.

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Cases Screen - Filtering Cases