Filtering records in list views

In the Remedyforce Console, use the Select View list to filter records in list views. Based on your requirements, you can add or update filters. The filters that you apply are saved and are available when log off from BMC Helix Remedyforce and log on again.

For example, you have multiple list views in Remedyforce Console. In one view, you want to see the open incidents that have high priority. In another view, you want to see the closed incidents that have priority 2. You can achieve this by applying filters on relevant columns in each view. The applied filters are saved as user preference and are available every time you visit Remedyforce Console. 

You can create or edit views for incidents, service requests, tasks, problems, change requests, releases, and broadcasts records on the Remedyforce Console tab. If the Create New View option is not available in the Select View menu, you do not have the appropriate permissions. Contact your system administrator to give you the required access or to manage list views for you (Enabling staff members to add filters to a list view in the Remedyforce Console).

To know more about filtering, refer the following section.

To filter records in a list view

1. Click the Remedyforce Console tab.
2. From the View menu, select the appropriate module, such as Incidents.
3. From the Select View list, perform one of the following actions:
   • To create a new filter, click .
   • To update an existing filter, click .
4. In the Step 1. Enter View Name section, in the View Name field, enter a name for the filter.
   For all Service Requests module list views, prefix name with SR or a value that your system administrator has configured in the Remedyforce Settings > SegregatedServiceRequestViewPrefix custom setting.

5. In the Step 2. Specify Filter Criteria section, specify the filter conditions.
   For all Incidents module list views, specify the following condition: Is Service Request equals False and for all Service Requests module list views, specify the following condition: Is Service Request equals True. You can use the Type equals Service Request condition also. However, the Is Service Request field is of type Boolean. Therefore, if you localize BMC Remedyforce, results in the list views will not be dependent upon the correct localization of the Type field. 

   Note

   Do not specify fields in the Step 3. Select Fields to Display section. To configure fields in list views, your system administrator must customize the Column Headers field set and add the appropriate fields. The configuration of fields in the Column Headers field set applies to all list views for that object. For more information, see Configuring columns in a list view in the Remedyforce Console.

   To show only incidents in the All filter in the Incidents module, add the following condition: Is Service Request equals False.
   If you have a filter condition as Type equals Incident or Service Request, remove it. To show only service requests or incidents, use the Is Service Request equals True or False condition.

6. (Optional) In the Step 4. Restrict Visibility section, specify the visibility of the filter.
7. Click Save. 
8. To see the new view in the Select View list, refresh the Remedyforce Console. 
    

Column filtering

You can use the Column Filter feature on the list view to get a set of records that meet the selected criteria. The Column Filter feature is available for the following views:

• Incident
• Service Request
• Incident/Service request (Non-segregated view)
• Broadcast
• Problem
• Task
• Change Request
• Release

You can use the Column Filter feature over the list view search and custom list views to further drill down the records. Note that if you apply the column filters and then perform a list view search, the search is performed on the filtered records. In the same manner, if you perform a list view search and then apply column filters, the filters are applied on the search result.

Considerations

• The Column Filter feature is not supported for the following types of fields.

  • Long Text Area and Rich Text Area fields

  • Time type of fields
  • Text Formula fields that have images 
  • Multi-select picklist
• The criteria displayed for each column header is based on the type of column header field. For example, a column header that is of picklist type will show all options in the criteria as a check box and a column header which is of type lookup will show operators such as Equals, Not equal to, Contains, and Does not contain along with a text box to type or select a lookup value.
• Filtering persists even if you click Refresh.
• If Display Multiple Views is not enabled, changing views clear the filters.
• If Display Multiple Views is enabled, filters applied on previous views persist until the tab for that view is closed.
• For the Date and Date Time type of fields, you can use the selector that shows the date and time based on your locale.
• For picklist types of fields, such as Impact, Urgency, Status, and Priority, check boxes are rendered.
• Unique Priority values are displayed irrespective of different Urgency and Impact combinations.
• Both typeahead and popup options are available for lookup type of fields.

• For lookup fields, if you select Equals or Not equal to operators and enter a value in the text box, but do not select any typeahead suggestion or a value from the lookup window, when you apply the filters the search changes the operator to Contains or Does not Contains respectively.

• For a Date/Time field, the filter is successfully applied even if you delete the time from the date value, but ensure that the date value is in the valid format.

To apply and clear a column filter

Perform the following steps to apply or clear the filter:

• To apply a filter:
  1. Hover the mouse on the required column header and click Filter . 

  2. In the criteria popup box, select the required criteria. Note that based on the column field type, the criteria conditions might vary for each column.

  3. Click Apply.
     The filter icon changes to .
• To clear a filter:
  1. Hover the mouse on the required column header and click Filter . 
  2. On the criteria popup box, click Clear.
• To clear all filters:
  • Click Clear filters.

Supported operators

Operators	Data types
	Text, Text Area(255), Email, Phone, URL	Number, Percent, Currency, Date, Date/Time	Boolean	Lookup
Equals, Not equal to			X
Contains, Does not contain		X	X
Starts with		X	X	X
Greater than, Less than, Greater or equal, Less or equal, Between	X		X	X
All, True, False	X	X		X

Related topics

Overview of the Remedyforce Console tab

Enabling staff members to add filters to a list view in the Remedyforce Console

Configuring columns in a list view in the Remedyforce Console