Difference between revisions of "Request List Views"

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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Request List]] > Views
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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/request-list/views Hornbill Document Library].
  
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[[file:hornbill-document-library.png|Request List Views|link=https://docs.hornbill.com/servicemanager-user-guide/request-list/views]]
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|[[Main Page|Home]] > [[Service Manager]] > [[Request List]] > Views
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|style="text-align:right;"|[[:Category:Service_Manager|Index]]
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==Introduction==
 
==Introduction==
 
The Views provide a way of defining and storing a number of different views of the requests that you have access to. Using the Views data you can create multiple Charts which can be published to your Dashboard.  The criteria builder lets you specify conditions based on information held in the request records, giving you quick access to particular sets of important data.
 
The Views provide a way of defining and storing a number of different views of the requests that you have access to. Using the Views data you can create multiple Charts which can be published to your Dashboard.  The criteria builder lets you specify conditions based on information held in the request records, giving you quick access to particular sets of important data.
  
 
You can quickly change your Views by selecting from your list of defined views on the Request List toolbar, this list will be made up of your own views, and views which have been shared with you.
 
You can quickly change your Views by selecting from your list of defined views on the Request List toolbar, this list will be made up of your own views, and views which have been shared with you.
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== Creating a View ==
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== Related Articles ==
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# From the View drop down select ''Add New''
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:* [[Charts]]
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# Enter the name of the View.  This name will be visible from the View drop down list once saved.
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:* [[My Dashboards]]
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# The first condition is ready to be populated.  Three options are available for defining a condition: Source, Operator, Value
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#* Source - The first option is to select the source of the data. Options will include all data that can be stored against a request
 
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#** owner
 
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#** customer
 
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#** service,
 
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#** respond by
 
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#** raised on, and so much more.
 
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#* Operator - the available operators will depend on the selected source.  Source values that contain
 
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#** Set values will include the operators 'is' and 'is not'. 
 
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#** Dates will include before, after, today, yesterday, last 7 days, last 30 days, and last x days.
 
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#** Free text values will include is, is not, is less than, is greater than, contains, does not contain. 
 
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#** Counters - is, is not, less than, greater than.
 
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#* Value - The value to compare the source with, based on the set operator.
 
  
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Please be aware that, along with any conditions you specify, the views automatically take into account your team membership and the Services that your team supports as per the service configuration. If you are not a member of a team, nor part of a team that supports the service against which the request is raised, then that request will not be visible to you.
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== Manage ==
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:: '''Create'''
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::# From the View drop down list located on the ''Request List'' tool bar, select ''Add New''
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::# Enter the name of the View.  This name will be visible from the ''Views'' drop down list once saved.
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::# Add the desired [[#Criteria]]
  
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== Editing a View ==
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:: '''Copy'''
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::# From the Views drop down list located on ''Request List'' tool bar, move your mouse over the desired View and select the 'cog' icon to open the Edit View.
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::# Give the View a new name
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::# Change or add any additional [[#Criteria|criteria]]
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::# Click on the 'Make a copy' button
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::# Your view will automatically change to your new View
  
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# From the View drop down hover over the 'cog' icon on the existing filter you wish to edit and once the 'Edit' text is displayed click on the 'Cog' icon.
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:: '''Delete'''
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# Edit the View name
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::# From the Views drop down list located on ''Request List'' tool bar, move your mouse over the desired View and select the 'cog' icon to open the Edit View.
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# Delete an existing clause by clicking on the trash bin next to the clause you which to remove
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::# Click on the ''Delete'' button
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# Edit an existing clause by using the visible drop down filter criteria
 
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# Add existing clauses by selecting the 'Add Condition' Icon
 
  
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== Deleting a View ==
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== Criteria ==
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The Criteria tab lets you add a variety of conditions to produce the desired view.  Three options are available for defining a condition: Source, Operator, Value
  
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# From the View drop down hover over the 'cog' icon on the existing filter you wish to delete and once the 'Edit' text is displayed click on the 'Cog' icon.
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:* '''Source'''
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# Select the the 'Delete' button to permanently delete the View
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:: When you select this field you will see a number of familiar title which mostly form the data that is stored on a request.
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:* '''Operator'''
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:: The available operators will depend on the selected source.  Source values that contain...
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:::* Set values will include the operators ''is'' and ''is not''. 
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:::* Dates will include ''before, before x days, after, today, yesterday, last 7 days, last 30 days, last x days, previous month'', and ''current month''.
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:::* Free text values will include ''is, is not, is less than, is greater than, contains'', and ''does not contain''. 
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:::* Counters will include operators such as ''is, is not, less than'', and ''greater than''.
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:* '''Value'''
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:: The value to compare the source with, based on the set operator.  The value field will use a number of methods for entering a value, including pick lists, free text, auto-complete searches, and numeric inputs.  This will vary depending on the ''Source'' type.
  
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== Sharing a View ==
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<blockquote style="background-color: #f2f2f2; border: solid thin #ffdab3;padding-top: 10px; padding-right: 10px; padding-bottom: 10px; padding-left: 10px;">
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[[File:Information.png|24px|left|link=|Information]] Along with any conditions you specify, the views automatically take into account your team membership and the Services that your team supports. If you are not a member of a team, or not part of a team that supports the service against which the request is raised, then that request will not be visible to you.
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</blockquote>
  
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# From the View drop down hover over the 'cog' icon on an existing filter you wish to share and once the 'Edit' text is displayed click on the 'Cog' icon
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<blockquote style="background-color: #f2f2f2; border: solid thin #ffdab3;padding-top: 10px; padding-right: 10px; padding-bottom: 10px; padding-left: 10px;">
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# Navigate to the '''Share''' Tab
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[[File:Information.png|24px|left|link=|Information]] Custom fields P-T are of type '''Text''' and are excluded from being available to build criteria from for performance reasons.
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# Choose to share the View with Users, Teams or Services
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</blockquote>
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# Select one or multiples from each type by using the '''Add''' button
 
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<br>
 
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* See a list of who the View has already been shared with
 
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* Shared views will be visible to users from their Views list, under a '''Shared Views''' option
 
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*  Views can only be edited by the owner, user's who have had the View shared with them can't edit the View criteria nor create charts for their Personal Dashboards from shared views.
 
  
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== Copying an Existing View ==
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== Columns ==
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[[File:custom_column_selector.png|right|400px]]
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The ''Columns'' tab lets you define which columns will be available in the request list when you select the ''View''.
  
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# From the View drop down hover over the 'cog' icon on an existing filter you wish to copy and once the 'Edit' text is displayed click on the 'Cog' icon.
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:* '''Available Display Columns'''
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# Give the View a new name
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:: Click on any of the available columns to enable or disable them from being included in the ''Request List'' when this ''View'' is selected.  The order of the columns can also be changed by a drag and drop of each of the available columns
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# Change or add any additional conditions for the new View
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:* '''Revert'''
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# Select the 'Make a copy' button
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:: The ''Revert'' button will put the list of selected columns back to the original default selection
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:* '''+ Custom Column
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:: If ''Custom Fields'' have been used in the design of your request forms, this option provides the ability to add columns to display the information captured in your custom fields. When adding a custom column you will have the option to
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:::* '''''Column'''''
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:::: Select one of the available custom fields that contains the information that you would like to display as a column on your ''View''
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:::* '''''Visible'''''
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:::: Turn this on in order to activate this new column on your ''Request List''
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:::* '''''Language'''''
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:::: Set the language for your ''Display Name''.  This can be useful when sharing your View with other users that might use a different language.
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:::* '''''Display Name'''''
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:::: Provide a display name of your column which will be shown at the top of the column on the ''Request List'' when this ''View'' is selected
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<br><br>
  
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== Creating Charts against a View ==
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<blockquote style="background-color: #f2f2f2; border: solid thin #ffdab3;padding-top: 10px; padding-right: 10px; padding-bottom: 10px; padding-left: 10px;">
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[[File:Information.png|24px|left|link=|Information]] Custom fields P-T are of type '''Text''' and are excluded from being available to display for performance reasons.
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</blockquote>
  
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It is possible to create one or multiple Charts against each View that you have defined.  Once Charts are created they will automatically be added to your personal Dashboard.
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== Charts ==
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It is possible to create one or multiple Charts against each View that you have defined.  Once Charts are created they will be available for use in your own personal dashboard.  Charts are also available with any shared Viewed.  These charts will need to have the visibility enabled in order to show on the My Dashboards.
  
 
Learn more about Charts and My Dashboard
 
Learn more about Charts and My Dashboard
  
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* [[Charts]]
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:* [[Charts]]
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* [[My Dashboards | My Dashboard]]  
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:* [[My Dashboards]]
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<br>
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<br>
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== Share ==
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{{#ev:youtube|oVikIwyV5VU|320|right}} From time to time you may find a combination of criteria that would be useful to others.  The Share option lets you give other Service Manager users visibility of your View.  The Share option is accessible by hovering over a View in the View selector and selecting the 'cog' icon.  Select the ''Share'' tab. Shared '''Views'' will be visible to users from their Views list, under a section title ''Shared Views''.
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:* '''Team'''
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:: Select this option to share your View with an entire time.  When searching for Teams the selection list is split into ''My Teams'' which are the teams that you belong to, and then the ''Supporting Teams'' which are teams that support the Services that you support.
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:* '''User'''
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:: Share your ''View'' with any other Service Manager User.
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:* '''Service'''
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:: Share your ''View'' with all the teams that support a selected Service
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A list of Users, Teams, and Services that you have shared the View with will be displayed on this same form.  Remove any of the previous shares by selecting the delete icon next to the user, team, or service that you want to remove.
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<br>
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<br>
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<blockquote style="background-color: #f2f2f2; border: solid thin #ffdab3;padding-top: 10px; padding-right: 10px; padding-bottom: 10px; padding-left: 10px;">
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[[File:Information.png|24px|left|link=|Information]] Views can only be edited by the owner, user's who have had the View shared with them can't edit the View criteria nor create charts for their Personal Dashboards from shared views. A shared ''View'' in many cases will not result in the same results in the ''Request List'' as the user may have different access rights and visibility of requests. A User with whom the ''View'' is shared will only be able to view Custom Fields, these will only be available to the Creator of the ''View'' when exporting.
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</blockquote>
  
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=== Manage Shared Views ===
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There may be occasions when a user is no longer using Hornbill and they have left behind Views which were shared with other users.  A Hornbill User that has the Role '''Service Desk Admin''' will have an option from the Views menu, under ''Shared Views'' titled ''Manage'' from where they can manage all shared Views.  These actions include
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:* '''Change Owner'''
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:* '''Make ''Me'' Owner'''
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:* '''Delete'''
  
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[[Category:Service Manager]]
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[[Category:Service Manager]][[Category:HDOC]]
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Latest revision as of 00:28, 30 April 2024

This document can now be found at its new location in the Hornbill Document Library.

Request List Views

Retrieved from "https://wiki.hornbill.com/index.php?title=Request_List_Views&oldid=32405"