Using QuickViews on the dashboard

This section describes the following features of QuickViews on the dashboard:

QuickViews widget toolbar

The QuickViews widget toolbar includes the buttons described in the following table.

Views menu of the QuickView

From the Views menu of the QuickView, you can select one of the following views to display the records of your QuickView:

• Table--You can see the records of your QuickView in a tabular format in this view. For example, you can view a list of incidents that are assigned to you, then double-click the incident to view details. Pagination is available only in the Table view of a QuickView for a single data source. For more information, see Pagination in QuickViews.
  A QuickView for multiple data sources can display a maximum of 200 records.
• Chart--You can see a pictorial representation of all records of your QuickView in this view. In the Chart view, if you click of the bars of the bar chart or sectors of the pie chart (depending on your chart type), a widget appears with all records that are of the type of the bar or sector that you clicked. The widget allows you to browse through the records that match the bar or sector that you clicked. For example, you have a QuickView that displays all assigned incidents, its chart type is Bar 2D, and the data field used for grouping is Status. If you click the Opened bar of this QuickView, a widget appears with all assigned incident records that have a Status of OPENED. The widget can display a maximum of 200 records.
  
  If a QuickView has records that do not have values for the data field that is used for grouping in the Chart view, the QuickView displays these records as two hyphens (- -) in the Chart view. For example, if Priority is used as the data field for grouping in a QuickView that displays all assigned incidents, all incident records that do not have a Priority value appear as -- in the Chart view.
  
  If the grouping field is a Date & Time field, the Chart view groups the records by using the date value only, and it ignores the time value of this field.
  
  If you configure the Chart view of QuickView to use the Owner ID field as the grouping field, the Chart uses the Owner.Username field in the QuickViews results because the Owner.Username field is unique for each owner. The Chart view does not display the Owner.Name field because multiple users can share the same name.
  
  The Chart view does not support data fields of the following field types:
  
  • Auto Number
  • Formula fields with return type of Number, Currency, or Percent
  • Formula fields that contain operators, such as +,-,/, or functions like IF and ISNULL
  • Number
  • Roll-Up Summary

  • Text Area (Long)

  You cannot create a QuickView for history object (for example, Incident History Object) by selecting the formula field because formula fields refer to Auto Number data fields.
  

  Note

  If the QuickView displays the Too many query rows:50001 error message when you switch to the Chart View, the QuickView has too many records. To avoid this error, BMC recommends that you use query conditions to reduce the number of records displayed in the QuickView.

   

• Calendar--You can see the records of your QuickView on a daily, weekly, or monthly basis in this view. By default, the Calendar view displays records for a month. You can configure the Calendar view to display records for a day, week, or month from the list in the upper left section of the Calendar view. You can also change the current day, week, or month in the Calendar view by clicking the arrows displayed before and after the day, week, or month in the Calendar view. This view can display a maximum of 200 records.

Filtering records in a QuickView

After selecting the type of view, you can filter the type of records that appear in the view by selecting the following Views menu commands:

• Open Items--Displays all records of the QuickView that are in the Open state. If a query condition of the QuickView uses the State field, this option is disabled in the Views menu.
• Closed Items--Displays all records of the QuickView that are in the Close state. If a query condition of the QuickView uses the State field, this option is disabled in the Views menu.
• Active Items--Displays all active records of the QuickView. If a query condition of the QuickView uses the Inactive field, this option is disabled in the Views menu.
• Inactive Items--Displays all inactive records of the QuickView. If a query condition of the QuickView uses the Inactive field, this option is disabled in the Views menu.

After you have selected the type of records, you must select Apply for the QuickView to refresh and display records based on the filter you have selected. If the data source of the QuickView does not contain the Inactive or State fields and you apply a filter from the Views menu of the QuickView, the QuickView ignores these filters, but it retrieves updated records from the server.

Refresh rate of the QuickView

You can define the refresh rate of the QuickView in the Refresh every minutes field. When you add a QuickView to the dashboard, the default refresh rate of 10 minutes is assigned to the QuickView. You can modify this value, depending on your requirements. The minimum refresh rate is one minute. A faster refresh rate impacts your actions because the QuickView would refresh when you are performing an action. BMC recommends that you use a refresh rate that is higher than the minimum refresh rate. When you save the dashboard, the refresh rate is saved for the QuickView and this value is stored in the browser's cookies. When you log on, the QuickView refreshes at the new refresh rate. If the staff member deletes the browser's cookies, the refresh rate of the QuickView is reset to 10 minutes.

You can disable the automatic refresh of a QuickView by entering zero as the refresh rate or by clicking the Auto-refresh icon in the QuickView toolbar. If the Auto-refresh icon is green, auto-refresh of the QuickView is enabled. If the Auto-refresh icon is red, auto-refresh of the QuickView is disabled. You can disable the auto-refresh of those QuickViews where data is not updated frequently, such as QuickViews that display data that is updated weekly or monthly. If your dashboard contains many QuickViews, you can improve the performance of the dashboard by disabling auto-refresh of those QuickViews that are not frequently used.

The time when the QuickView was last refreshed is displayed next to the Auto-refresh icon. This time is updated in a QuickView for a single data source when you click the First, Previous, Next, or Last buttons when navigating the QuickView pages. This time is updated in a QuickView for a single data source and for multiple data sources when you apply a filter in the Views menu. For more information, see Filtering records in a QuickView.

Pagination in QuickViews

The Table view of a QuickView for a single data source allows you to view all records of the QuickView by using the Pagination feature. Pagination retrieves all records and displays them in pages in the Table view. The lower section of the QuickView contains the First, Previous, Next, and Last buttons for navigating the QuickView pages. You can navigate through the pages and view all records. The Next and Last buttons are enabled even when you are on the last page of the QuickView. This allows the QuickView to retrieve and display new records that are available on the server when you click either of these buttons.

The current page number and the total number of pages are displayed in the lower section of the QuickView. For example, if you are on the second page of a total of 10 pages, the following is displayed in the lower section:

Page 2 of 10

The total number of pages is updated when you sort the QuickView or apply a filter in the Views menu because for each sorting or filter that is applied, the QuickView sends a request to the server and retrieves all records from the server for display. For example, if you select Open Items from the Views menu, the QuickView retrieves all open records from the server and displays them. The total number of pages is updated and the QuickView now displays only those pages that contain open records. For more information, see Filtering records in a QuickView. If the Auto-refresh icon is green and you add, delete, make inactive, or make active records of the QuickView, the total number of pages is updated when the QuickView refreshes.

To configure the records displayed on a QuickView page

QuickViews for single data sources can display between 10 to 200 records on each page. The default number of records displayed on a page is 50. You can change this value by updating the QuickView custom setting available in Remedyforce Settings. The number of records displayed on a page does not change even if you resize the QuickView widget.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
3. For Remedyforce Settings, in the Action column, click Manage.
4. For the QuickView Page Size list, click Edit in the Action column.
5. In the Value field, type the number of the records that you want to display on a QuickView page.
   The valid range of values is 10--200.
6. Click Save.

Using Advanced Filters

You can filter the records that are displayed in the QuickViews on the dashboard by entering values in the fields that are available in the Advanced Filters section of a QuickView. The values of the fields are used to filter the records that are displayed in the QuickView. You can configure which fields can appear in the Advanced Filters section when you define query conditions for the QuickView while creating the QuickView. For example, when you create a QuickView that displays all assigned incidents, you can create a query condition that prompts users to enter a runtime value for the Priority field. When this QuickView is added to the dashboard, the staff member can select a priority of HIGH in the Advanced Filters section, and the QuickView displays all assigned incidents with a priority of HIGH.

For example, when you create a QuickView that displays all assigned incidents, you can create a query condition that prompts users to enter a runtime value for the Status field. When this QuickView is added to the dashboard, the staff member can select a status of PENDING APPROVAL in the Advanced Filters section, and the QuickView displays all assigned incidents that need an approval. The staff member can follow up with the approver to get the approval and resolve the incident.

You can choose to display only incidents, tasks, or change requests that are assigned to a selected staff member or to a selected queue. For more information about creating Advanced Filters, see Creating QuickViews.

To use Advanced Filters

1. In the My Dashboard tab, click the My Work (Incident & Task) QuickView.
2. Perform the following actions to configure Advanced Filters for the My Work (Incident & Task) QuickView.
   1. In the Advanced Filters section, click the Enter Staff ID list of the Incident object.
   2. In the Select from Staff window, select the staff member whose incidents you want to view in the QuickView.
   3. Click the Enter Staff ID list of the Task object.
   4. In the Select from Staff window, select the staff member whose tasks you want to view in the QuickView.
   5. Click Search.
3. Perform the following actions to configure Advanced Filters for the Work for a specified queue QuickView.
   1. In the Advanced Filters section, click the Enter Queue list of the Incident object.
   2. In the Select from Staff window, select the queue whose incidents you want to view in the QuickView.
   3. Click the Enter Queue list of the Task object.
   4. In the Select from Staff window, select the queue whose tasks you want to view in the QuickView.
   5. Click Search.

Sorting records in a QuickView

In the Table view of a QuickView for a single data source, you can double-click a column header to sort the column in ascending or descending order. When you sort records, QuickView sorts the records displayed in all pages of the QuickView. If the column is sorted in ascending order, the column header displays an up arrow next to the header. If the column is sorted in descending order, the column header displays a down arrow next to the header. You cannot sort columns of the following data types:

• Text Area
• Base64
• Picklist (Multi-Select)

In the Table view of a QuickView for multiple data sources, you can select the sort order and the columns that appear in the QuickView. Click the arrow in the column header of a QuickView to access the following options:

• Sort Ascending--Sorts the records displayed in the QuickView in ascending order.
• Sort Descending--Sorts the records displayed in the QuickView in descending order.
• Columns--Displays the data fields that appear in the QuickView. You can select or clear the check boxes next to the data fields to display or hide the data field in the QuickView.