Editing Email Triage views

General
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1

We have implemented an Email Bot in our Constellation (not CustomerService) application and we would like to add some details to the views used in the Email Triage (ET) case, of class Work-Channel-Triage-Email. For example, if an ET case is resolved, we would like to display the resolved datetime on the case summary screen. This seems to be tricky, since Work-Channel-Triage-Email is an OOTB class.

Screenshot of the ET case summary.png
Screenshot of the ET case summary.png402×220 7.29 KB

Is there any way of editing these views, or otherwise replacing them with custom views?

2

@JensH17110410

Currently existing component cannot be edited but you can create a new component & add it to view.

3

@Gouthamchandra Koduri Cant we just edit the view. Why do we need new component here or are they both same ?