Request List Views

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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. 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.

Related Articles Charts My Dashboards

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Create

1. From the View drop down list located on the Request List tool bar, select Add New
2. Enter the name of the View. This name will be visible from the Views drop down list once saved.
3. Add the desired #Criteria

Copy

1. 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.
2. Give the View a new name
3. Change or add any additional criteria
4. Click on the 'Make a copy' button
5. Your view will automatically change to your new View

Delete

1. 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.
2. Click on the Delete button

Criteria

1. 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.

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.

Share

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.

• Team

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.

• User

Share your View with any other Service Manager User.

• Service

Share your View with all the teams that support a selected Service

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.

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.

Charts

It is possible to create one or multiple Charts against each View that you have defined. Once Charts are created they will be available to your own personal dashboard.

Learn more about Charts and My Dashboard

• Charts
• My Dashboards