Out-of-the-box QuickViews in BMC Remedyforce

A QuickView is a query to retrieve key data that helps you manage your work more effectively. BMC Remedyforce provides a predefined set of out-of-the-box QuickViews that you can access from the following locations:

  • On the Remedyforce Console tab–From the Shared QuickViews option in the View menu.  
  • On the Remedyforce Dashboard tab–From the All Available QuickViews folder.

The following table provides information about the out-of-the-box QuickViews that are available in BMC Remedyforce.

QuickView Name

Description

Incident Management QuickViews

My Work (Incident & Task)

Incidents and tasks that are assigned to the staff member defined in the Filters section. By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

Work for a specified queue

Incidents and tasks that are assigned to the queue defined in the Filters section. By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

For information about queues, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=customize_queues.htm&loc=help&hash=topic-title.

Incident with a specified category

Open and active incidents with the category defined in the Filters section. By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

Incident with a specified priority

Open and active incidents with the priority defined in the Filters section. By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

My Incidents

Active incidents that the currently logged-on staff member can access. The incidents are displayed in the following colors based on the remaining time (in percentage) of an incident:

  • Red: If the time remaining (in percentage) is 0.
  • Yellow: If the time remaining (in percentage) is 1 to 50.

If an incident record is closed or the due date of a record is blank, such records are not displayed in black.

By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

My Tasks

Active tasks that are assigned to the staff member defined in the Filters section. You can choose to view open or closed tasks in the Filters section.

Tasks sorted by priority

Open and active tasks sorted by their priority

Incidents in my Queues

Active incidents that are assigned to the queues of the currently logged-on staff member. By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

Incidents assigned to me

Active incidents that are assigned to the currently logged-on staff member. By default, this QuickView lists both incidents and service requests. To view only incidents or service requests, configure the run-time filter, Is Service Request = True or False.

Change Management QuickViews

My Changes

Open and active change requests that are assigned to the currently logged-on staff member

Changes initiated by me

Open and active change requests that are initiated by the currently logged-on staff member

Changes that are past the scheduled end date

Open and active change requests that have a scheduled end date before the current date and time

Changes with a specified status

Active change requests with the status defined in the Filters section.

My changes that are past the scheduled end date

Active change requests that have a scheduled end date before the current date and time and are assigned to the currently logged-on staff member

My change assessments

Active change assessments that are assigned to the currently logged-on staff member

Problem Management QuickViews

My Problems

Open and active problems that are assigned to the currently logged-on staff member

Problems sorted by priority

Open and active problems sorted by their priority

Problems that are past the due date

Open problems that were closed after the due date

Problems in my queues

Open and active problems that are assigned to the queues of the currently logged-on staff member

Service Level Management QuickViews 

My Incident Service Target Status

Open and active Incident service targets for the incidents to which the currently logged-on user has the record-level access and at least the Read permission.

My Change Request Service Target Status

Displays all open and active Change Request service targets for the change requests to which the currently logged-on user has the record level of access and at least the Read permission.

Agreements with a specified type

Displays all open and active agreements of the type defined in the Filters section.

Agreements nearing expiry

Open and active agreements that are nearing their expiry date in the date range defined in the Filters section. The QuickView displays all agreements whose Effective Until date is later than the date selected in the Expiring From field and earlier than the date selected in the Expiring To field.

My Incident Service Targets with warnings

Open and active Incident service targets with the status of Warning for the incidents to which the currently logged-on user has the record level of access and at least the Read permission.

My Change Request Service Targets with warnings

Open and active Change Request service targets with the status of Warning for the change requests to which the currently logged-on user has the record level of access and at least the Read permission.

Services nearing review date

Displays all open and active services that are nearing their review date in the date range defined in the Filters section. The QuickView displays all services whose Service Review Date is later than the date selected in the Review Date From field and earlier than the date selected in the Review Date To field.

Note: For a new installation of BMC Remedyforce 20.14.01 or later, this QuickView is not available.

Services nearing review date (CMDB 2.0)

Displays all open and active services that are nearing their review date in the date range defined in the Filters section. The QuickView displays all services whose Service Review Date is later than the date selected in the Review Date From field and earlier than the date selected in the Review Date To field.

Note: If you are upgrading from a version earlier than 20.14.01, use this QuickView only after you migrate to CMDB 2.0. Until you migrate to CMDB 2.0, use the Services nearing review date QuickView. For more information, see BMC Remedyforce CMDB 2.0 architecture.

Service Request Management QuickView

My Service RequestsOpen and active service requests that are assigned to the currently logged-on staff member. The service requests are sorted by their priority.

Note

If you are upgrading from BMC Remedyforce 20.13.02 or earlier, the Enter Staff ID label in the Filters section of any out-of-the-box QuickView is replaced with the new label, Owner.

Considerations for display of records in another language

If you have changed your language from English to another language, no records are displayed when you view the following out-of-the-box QuickViews:

  • My Change Request Service Targets with warnings
  • My Incident Service Targets with warnings
  • My Service Requests

The My Change Request Service Targets with warnings and My Incident Service Targets with warnings QuickViews do not display records, because the value of the Status data field in the query condition is Warning and remains in English. This value is not translated into another language. The My Service Requests QuickView does not display records, because the value of the Service Request data field in the query condition is Yes and remains in English. This value is not translated into another language. 

Best practice

BMC recommends that you make a copy of these QuickViews and edit the values of the Status and the Service Request data fields in the Query Conditions section of the QuickViews wizard, as follows:

  • Update the value of the Status data field from Warning to a value in the appropriate language.
  • Update the value of the Service Request data field from Yes to a value in the appropriate new language.

For example, if you have changed the language to French, edit the My Change Request Service Targets with warnings and My Incident Service Targets with warnings QuickViews by updating the Warning value of the Status data field to Avertissement.

Related topics

My Dashboard and QuickViews management

Configuring QuickViews on the Remedyforce Dashboard tab

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