Configuring the Summary View
The Summary View, inside the summary pane, contains information that remains relevant throughout the Life Cycle of a Case. In the Summary View you can configure highlighted fields for quicker reference, as well as common fields. However, you should avoid adding too many fields, to prevent overwhelming your users.
You can configure a Case's Summary View on the User interface tab, by clicking Summary in the section, as shown in the following figure:
The following fields are displayed by default in the Summary View, but can be removed:
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Urgency – displays a value ranging from 0 to 100, to indicate the importance of a Case
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Work Status – indicates the progress made on a Case (for example, Open, Resolved-Completed, and so on)
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Create operator – displays the Case creator and the time the Case was created
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Update operator – displays the last Case editor and time the Case was edited
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