Difference between revisions of "Request List Filters"

Revision as of 21:42, 3 October 2022

Home > Service Manager > Request List > Filters

Introduction

A variety of filters let you control the information displayed in the Request List and can be used to quickly locate requests. The options for filtering are represented by a number of buttons in the Request List Toolbar. The active filter can be determined by which filter buttons are colored grey.

Status Filter

Links are available for the different statuses. Clicking on any of these links will filter the list by the selected status.

Total
New
Open
Resolved
On-hold

Quick Filter

The quick filter is used to refine your list to only show requests that contain the typed text. The fields in the requests which the quick filter uses to compare are

Reference
Summary
Details
Owner
Customer
External Reference
Priority

An additional keyboard short-cut (CTRL+SHIFT+F) will present a popup search box for directly accessing a particular request. The full request ID must be entered. This can be accessed from anywhere in Hornbill.

Advanced Search

Request Type Filters

The Request Type Filters options are represented by the icons that are associated to each request type.

The available request types include incidents, problems, known errors, changes, and service requests. Depending on the rights you have, there may be one or more of these request types visible. Provided that you have rights to more than one request type, you will also see an 'All' option which will display all requests, independent of the type, in one list.

By holding down the Shift key on the keyboard and clicking on the different request types, you can have more than one request type selected and displayed in your request list

Group Filters

The Group Filters provide quick access to requests based on the relationship to you or by the teams that you belong to.

My Requests

Displays requests where you are the owner

I'm Following

Displays requests that you are following

I'm a Member

Displays requests that you are a member of

No Team Assigned

Displays requests without a team assigned. This filter is only available to users who possess the Service Desk Admin role. If preferred, this can be made available to all users by enabling the setting webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers. A link is also added to the status bar to provide additional visibility of requests that have been raised with no team. This link will only be displayed when there is 1 or more requests with no teams assigned.

All My Teams

Displays requests belonging to all of your teams

All My Services

Displays requests belonging to any of the services your teams support

Included on this list are the names of all the teams that you belong to. Selecting one of the teams in the list will display all requests that are assigned to that team, including requests assigned to you, other team members, or that are assigned to that team but do not have an owner.

@@ Line 1: / Line 1: @@
-__NOTOC____NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Request List]] > Filters
+{{Bluebanner|[[Main Page|Home]] > [[Service Manager]] > [[Request List]] > Filters|[[:Category:Service Manager|Index]]}}
-{{#ev:youtube|alJSktQmVsU|400|right}}
+{|style="width: 100%"
+|- valign="top"
+|style="width:73%"|
 ==Introduction==
-The filters let you control the information displayed in the Request List and can be used to quickly locate requests.  The options for filtering are represented by a number of buttons in the Request List Toolbar.  The active filter can be determined by which filter buttons are colored grey.
+A variety of filters let you control the information displayed in the Request List and can be used to quickly locate requests.  The options for filtering are represented by a number of buttons in the Request List Toolbar.  The active filter can be determined by which filter buttons are colored grey.
+|style="width:5%"|
+|
+|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
+== Related Articles ==
+:* [[Global Search for Requests ]]
+:* [[Global_Search_for_Requests#Quick_Request_Search|Quick Request Search]]
+|}
+{{#ev:youtube|alJSktQmVsU|350|right}}
 ==Status Filter==
-Links are available for the different statuses
+Links are available for the different statuses. Clicking on any of these links will filter the list by the selected status.
-* Total
+:* Total
-* New
+:* New
-* Open
+:* Open
-* Resolved
+:* Resolved
-* On-hold
+:* On-hold
+<BR>
 ==Quick Filter==
-The quick filter is used to refine your list to only show requests that contain the typed text.  The fields in the requests which the quick filter used to compare include
+The quick filter is used to refine your list to only show requests that contain the typed text.  The fields in the requests which the quick filter uses to compare are
-* Reference
+:* Reference
-* Summary
+:* Summary
-* Details
+:* Details
-* Status
+:* Owner
-* Owner
+:* Customer
-* Customer
+:* External Reference
+:* Priority
+<BR>
+{{Infobox|An additional keyboard short-cut (CTRL+SHIFT+F) will present a popup search box for directly accessing a particular request.  The full request ID must be entered. This can be accessed from anywhere in Hornbill.}}
+<BR>
+==Advanced Search==
 ==Request Type Filters==
@@ Line 25: / Line 44: @@
 The Request Type Filters options are represented by the icons that are associated to each request type.
-The available request types include incidents, problems, known errors, changes, and service requests.  Depending on the rights that the user has they may see one or more of these request types.  Provided that the user has more than one request type available to them they will also see an 'All' option which will display all requests, independent of the type, in one list.
+The available request types include incidents, problems, known errors, changes, and service requests.  Depending on the rights you have, there may be one or more of these request types visible.  Provided that you have rights to more than one request type, you will also see an 'All' option which will display all requests, independent of the type, in one list.
+{{infobox|By holding down the Shift key on the keyboard and clicking on the different request types, you can have more than one request type selected and displayed in your request list}}
+<BR>
 ==Group Filters==
 The Group Filters provide quick access to requests based on the relationship to you or by the teams that you belong to.
-* My Requests - Displays requests where you are the owner
+{{bullet1|My Requests|Displays requests where you are the owner}}
-* I'm Following - Displays requests that you are following
+{{bullet1|I'm Following|Displays requests that you are following}}
-* I'm a Member - Displays requests that I'm a member of
+{{bullet1|I'm a Member|Displays requests that you are a member of}}
-* All My Teams - Displays requests belonging to all of my teams
+{{bullet1|No Team Assigned|Displays requests without a team assigned. This filter is only available to users who possess the ''Service Desk Admin'' role. If preferred, this can be made available to all users by enabling the setting ''webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers''.  A link is also added to the status bar to provide additional visibility of requests that have been raised with no team.  This link will only be displayed when there is 1 or more requests with no teams assigned.}}
+{{bullet1|All My Teams|Displays requests belonging to all of your teams}}
+{{bullet1|All My Services|Displays requests belonging to any of the services your teams support}}
-Included on this list are the names of all the teams that you belong to. Selecting one of the teams in the list will display requests that are assigned to that team.
+Included on this list are the names of all the teams that you belong to. Selecting one of the teams in the list will display all requests that are assigned to that team, including requests assigned to you, other team members, or that are assigned to that team but do not have an owner.
-==Custom Filters==
-When more complex filters are required you can construct a filter using a the criteria builder
-=== Creating a New Filter ===
-# From the Filter drop down select ''Add New''
-# Enter the name of the Filter.  This name will be visible from the Filter drop down list once saved.
-# The first condition is ready to be populated.  Three options are available for defining a condition: Source, Operator, Value
-#* Source - The first option is to select the source of the data. Options will include all data that can be stored against a request
-#** owner
-#** customer
-#** service,
-#** respond by
-#** raised on, and so much more.
-** Operator - the available operators will depend on the selected source.  Source values that contain
-*** Set values will include the operators 'is' and 'is not'.
-*** Dates will include before, after, today, yesterday, last 7 days, last 30 days, and last x days.
-*** Free text values will include is, is not, is less than, is greater than, contains, does not contain.
-*** Counters - is, is not, less than, greater than.
-** Value - The value to compare the source with based on the set operator.
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