Note

 

This documentation supports the 20.19.01 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Creating QuickViews from the Remedyforce Dashboard tab

A QuickView is a query to retrieve information from the BMC Remedyforce database. You can view a set of predefined QuickViews that are provided out-of-the-box or you can create specific QuickViews that are designed to meet your business needs. Using the QuickViews wizard, you can create and edit QuickViews and view the records of your QuickView in a Table, Chart, or Calendar view. You can create a simple QuickView by using a single data source or build an advanced QuickView using multiple data sources.

Note

If you are creating a custom QuickView, you must not add more than 65 query conditions for the Reference Field type.

To create a QuickView

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Create Dashboards and Reports tile, and from the menu select Dashboards (Remedyforce).
  3. From the list of Catalog options, expand QuickViews.
  4. Click New Query.
  5. In the Introduction tab of the QuickViews wizard, click Next.

    Note

    You can hide the Introduction tab when you open the QuickViews wizard by clicking the Skip the Introduction in the future check box.

  6. In the General tab, type a unique name that you want to assign to the QuickView.
  7. In the Description field, type a description of this QuickView.
    The description must include information about the data displayed by the QuickView or any other information that you want the user of the QuickView to know.
  8. From the Share With list, select the profiles that can use the QuickView.

    Note

    You can make the QuickView available to all profiles by selecting the Everyone check box.

  9. Click Next.
  10. If you are creating a QuickView for a single data source, in the Query tab, perform the following actions:
    1. From the Data Source list, select the data source of the QuickView.
    2. In the Available Fields list, select the fields that must appear in the QuickView.
    3. Click the right arrow to move the selected fields from the Available Fields list to the Selected Fields list.

      Note

      The fields display in the QuickView in the order in which you have added them. You can select a field and click the up arrow or the down arrow to modify the position of the field in the display order of the QuickView.

       

    4. (Optional) To move the selected fields from the Selected Fields list to the Available Fields list to prevent the selected fields from appearing in the QuickView, click the left arrow.
  11. If you are creating a QuickView for multiple data sources, in the Query tab, perform the following actions:
    1. Click the Get data from multiple sources link.
    2. From the Available Data Sources list, select the required data sources of the QuickView.
    3. To move the selected data sources from the Available Data Sources list to the Selected Data Sources list, click the right arrow.
    4. In the Data Field columns, select the data fields that must appear in the QuickView for each data source.

      Note the following important points about setting up Data Field columns:
      • By default, two Data Field columns are displayed. You must populate each Data Field column with data fields to proceed to the next tab.
      • If you require only one Data Field column, you can delete the second Data Field column. However, you must populate a data field in a Data Field column to add another Data Field column or to proceed to the next tab.
      • You must select at least one field for each Data Source.
      • Additionally, you must add data fields of the same data types in the Data Field column. For more information about the data type of data fields, navigate to Remedyforce Administration > Manage Objects > Create and Edit Objects, from the Object list, select the required <custom object name>, and click Custom Fields and Relationships, and view the data type of the required data field in the Custom Fields & Relationships section.
      • You can add multiple Data Field columns by clicking Add Column . To remove a Data Field column, click a data field in the required Data Field column and click Remove Column .
      • You must add Date & Time data fields to the QuickView if you want the data field to be visible in the Calendar view of the QuickView .
  12. In the Query Conditions section, you can define the conditions that filter the records that appear in the QuickView. To define the QuickView conditions, perform the following actions:
    1. To add a new condition, click Add Row.
    2. (Optional)  To prompt the user to enter a runtime value for the field, select the Prompt at Run Time check box.
      This runtime value filters the data that appears in the QuickView.
    3. If you have selected the Prompt at Run Time check box, in the Runtime Label field, type the label for the runtime value.
      This label instructs the user to provide an appropriate value that filters the data that appears in the QuickView. The label is created from a combination of the <Object name>.<Runtime Label> and appears in the Advanced Filters section of the QuickView. For more information, see Using Advanced Filters.

      For example, when you type State as the Runtime Label for a QuickView that displays all incident records assigned to the logged-on user, Incident.State is displayed as the label. This label instructs the staff member to type either Open or Close to view open incidents or closed incidents assigned to the staff member.
    4. From the Select Field list, select the data field that filters the data that appears in the QuickView.
      You can create conditions for fields of the following data types only:
      • Formula
      • Roll-Up Summary
      • Lookup Relationship
      • Check Box
      • Currency
      • Date
      • Date/Time
      • Email
      • Number
      • Percent
      • Phone
      • PickList
      • Text
      • Text Area
      • URL

      For more information about data types, see Salesforce Help.

      BMC Remedyforce provides the following values for the Owner ID field. You can select the value that retrieves the records that you want to display in the QuickView.

      Value for the Owner ID field

      Description

      ME

      The QuickView retrieves all records that belong to the logged-on user.

      My Queues

      The QuickView retrieves all records that belong to all the queues of the logged-on user.

      Select Staff

      The QuickView opens the Select from Staff lookup window, and you can select the staff member whose records you want to display in the QuickView.

      Select Queue

      The QuickView opens the Select from Queues lookup window, and you can select the Queue whose records you want to display in the QuickView.

       

    5. From the Operator list, select a comparison operator.

      Note

      You cannot use the >, <, >=, <= operators with text fields.

       

    6. In the Field Value field, type the value of the data field.

      Depending on the data field added to the condition, the Field Value field dynamically displays the appropriate option to enter a value. For example, if you select the Priority field as the data field, the Field Value field displays a list that allows you to select a priority for the field. You can type the required priority value if you do not want to make a selection, and the priority value that you have typed is validated before it is added to the condition. When you select the Description field, the Field Value field displays a text box that allows you to enter a description.

      If you use a Date and Time data field, you must click the Field Value arrow to open the Calendar field where you select the required date value. The default timestamp of 12:00 a.m. appears in the Field Value field. You can edit the timestamp to the required time value. If you do not edit the default timestamp of 12:00 A.M., the QuickView displays records that match the selected date. If you define a timestamp, the QuickView displays records that match the selected date and hour that you have defined. For example, if you create a condition to retrieve records that are created on February 25, 2011, and you do not edit the default timestamp of 12:00 A.M., the QuickView displays all records that are created on February 25, 2011. However, if you edit the timestamp to 10:00 A.M., the QuickView displays all records that are created between 10:00:00 A.M. and 10:00:59 A.M. on February 25, 2011.

      Depending on the comparison operator you have selected from the Operator list, the QuickView displays matching records as described in the following table.

      Comparison operator

      Matching records displayed in the QuickView

      =

      The QuickView displays all records that match the date and time defined in the Field Value field. If the timestamp is not edited and the default value of 12:00 a.m. is retained, the QuickView displays all records that match the selected date. If the timestamp is defined, the QuickView displays all records that match the selected date and hour. For example, if you create a QuickView to display all records created on a specific date and you have selected February 25, 2011, in the Calendar field, the QuickView displays all records that are created on February 25, 2011. If you edit the timestamp to 10:00 a.m., the QuickView displays all records that are created between 10:00:00 a.m. and 10:00:59 A.M.

      >=

      The QuickView displays all matching records whose date and time are equal to or after the date and time defined in the Field Value field. If the timestamp is defined, the QuickView displays all records whose date and time are equal to or after the selected date and hour. For example, if you create a QuickView to display all records created on or after a specific date and you have selected February 25, 2011, in the Calendar field, the QuickView displays all records that are created on or after February 25, 2011. If you edit the timestamp to 10:00 a.m., the QuickView displays all records that are created on or after 10:00:00 A.M.

      <=

      The QuickView displays all matching records whose date and time are equal to or before the date and time defined in the Field Value field. If the timestamp is defined, the QuickView displays all records whose date and time are equal to or before the selected date and hour. For example, if you create a QuickView to display all records created on or before a specific date and you have selected February 25, 2011, in the Calendar field, the QuickView displays all records that are created on or before February 25, 2011. If you edit the timestamp to 10:00 a.m., the QuickView displays all records that are created on or before 10:00:59 A.M.

      >

      The QuickView displays all matching records whose date and time are after the date and time defined in the Field Value field. If the timestamp is defined, the QuickView displays all records whose date and time are after the selected date and hour. For example, if you create a QuickView to display all records created after a specific date and you have selected February 25, 2011, in the Calendar field, the QuickView displays all records that are created after February 25, 2011. If you edit the timestamp to 10:00 A.M., the QuickView displays all records that are created after 10:00:59 A.M.

      <

      The QuickView displays all matching records whose date and time are before the date and time defined in the Field Value field. If the timestamp is defined, the QuickView displays all records whose date and time are before the selected date and hour. For example, if you create a QuickView to display all records created before a specific date and you have selected February 25, 2011, in the Calendar field, the QuickView displays all records that are created before February 25, 2011. If you edit the timestamp to 10:00 A.M., the QuickView displays all records that are created before 10:00:00 A.M.

       

    7. To add another condition, select a logical operator from the Logical Operator list.
      This logical operator joins multiple conditions. For example, you add three conditions and join them as Condition 1 OR Condition 2 AND Condition 3. The QuickView displays the records that meet either Condition 1 or Condition 2 and Condition 3. If you add three conditions and join them as Condition 1 AND Condition 2 OR Condition 3. The QuickView displays the records that meet Condition 1 and either Condition 2 or Condition 3. You can add additional OR operators if either the first or last operator is AND and an AND does not come between two OR operators.

      In a QuickView for multiple data sources, add multiple conditions consecutively for the same data source. Also, use the AND or OR operator to join these multiple conditions. Use the NONE operator only between the conditions defined for different data sources.

    8. Repeat step b through step g until you have added all the conditions required for the QuickView.
  13. Click Next.
  14. To define the Table view of the QuickView, in the Table View tab, perform the following actions:
    • (Optional) Drag the columns to the required position in the Table view.
    • (Optional) Drag the end of a column to the right to increase the column width or to the left to decrease the column width.
    • (Optional) Double-click the column header to display fields that you can use to configure how the column is displayed in the Table view of the QuickView.
    • (Optional) In the configuration window, perform the following actions:
      • In the Display Name field, type a new display name.
        This field is set to the name of the field selected to appear in the QuickView. You can modify the display name to suit your business requirements.
      • In the Column Width field, type the column width.
        This field is set to the column width of the field selected to appear in the QuickView. You can modify the column width to suit your business requirements.
      • From the Sort Order list, select the order in which you want to sort the output.
        For example, if you select 1 as the sort order for the second column, the QuickView records are sorted using the values of the second column.
      • From the Sort Direction list, select the direction in which you want to sort the output.
        You can sort the output in ascending or descending order.
      • If you want the content of this column to wrap when the content exceeds the column width, select the Enable Text Wrapping check box.
      • Click Apply.
    • (Optional) In the Color Coding section, perform the following actions:
      1. Click Add Row
      2. From the Select Field list, select the required data field.
        The values of this data field are highlighted in the QuickView records.

        To display records in colors based on the percentage of time remaining for a record, use the Time Remaining Percentage field in the Field Name field and select different colors for different values in the field. You can define colors in the Color Coding table. While defining colors, ensure that you add rows that have ascending values in the Value field and you use = and <= operators only. For example

        Field Name

        Operator

        Value

        Then

        Set Color

        Time Remaining Percentage

        =

        0

        <color1>

        Time Remaining Percentage

        <=

        30

         

        <color2>

        Time Remaining Percentage

        <=

        50

        <color3>


        BMC Remedyforce provides the following values for the Owner ID field. You can select the value that retrieves the records that you want to display in the QuickView.

        Value for the Owner ID field

        Description

        ME

        The QuickView retrieves all records that belong to the logged-on user.

        My Queues

        The QuickView retrieves all records that belong to all the queues of the logged-on user.

        Select Staff

        The QuickView opens the Select from Staff lookup window, and you can select the staff member whose records you want to display in the QuickView.

        Select Queue

        The QuickView opens the Select from Queues lookup window, and you can select the Queue whose records you want to display in the QuickView.

         

      3. From the Operator list, select a comparison operator
      4. In the Field Value field, type the value of the data field.
        Depending on the data field you have added, the Field Value field dynamically displays the appropriate option to enter a value. For example, if you select the Priority field as the data field, the Field Value field displays a list that allows you to select a priority for the field. You can enter the required value if you do not want to make a selection, and the value is validated before it is added to the condition. When you select the Description field, the Field Value field displays a text box that allows you to enter a description.
      5. From the Color Palette list, select the required colour. 
        This color highlights the row in the QuickView records. The selected color appears in the Set Color column.
  15. Click Next.
  16. In the Chart View tab, perform the following actions to define the Chart view of the QuickView:
    1. From the Chart Type list, select the type of chart to display.
    2. To display the chart in three dimensional view, enable the 3D View button.
    3. From the Data Field list, select the required field.
      This data field is used as the grouping field on the chart (the x-axis).

      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.

      Note

      The data fields that you have selected in the Query tab appear in the Data Field list. If you are creating a QuickView from multiple data sources, the data fields are preceded with the name of their object in the Data Field list. For example, if you have added the Opened Date data field of the Incident object, this data field appears as Incident.Opened Date in the Data Field list.


      The Chart view does not support data fields of the following data types:

      • Auto Number
      • Formula fields with return type of Number, Currency, or Percent
      • Number
      • Roll-Up Summary
      • Text Area (Long) 
    4. (Optional) Expand Chart Options and select the required settings.
    5. (Optional) In the Chart Options section, perform the following actions:
      • From the Value Type list, select the value types that you want to appear in the chart.
        For example, if you select Percentage, the chart displays the percentage of records that match the conditions in the QuickView records.
      • From the Sorting list, select the type of sorting that should occur in the chart values.
        You can use the values or labels of the field to sort the chart data in ascending or descending order.
      • In the Upper Limit Line field, type the upper limit.
        The upper limit defines the upper limit line that should display on the y-axis in the chart results. This allows you to highlight the upper limit of the chart results.
      • In the Lower Limit Line field, type the lower limit.
        The lower limit defines the lower limit line that should display on the y-axis in the chart results. This allows you to highlight the lower limit of the chart results.
      • From the Lines Limit Type list, select the type of limit line that you want to appear in the chart results.
  17. Click Next.
  18. To define the Calendar view of the QuickView, in the Calendar View tab, perform the following actions:
    1. From the Calendar Format list, select the calendar format that should appear in the Calendar view.
    2. Select the Date & Time fields whose values you want to track in the Calendar view.
      For example, in the calendar view, to view which incidents are created and which incidents are due on a particular date, you must add the Open Date & Time and Due Date & Time data fields of the Incident object in the Query tab. After you add these fields, from the Display Field list for the Open Date & Time and Due Date & Time data fields, select the Incident # field. Adding the Incident # field allows you to view which incident is opened or due on a particular date.
    3. For each Date & Time field, perform the following actions:
      • From the Display Field list, select a field that you want to be visible in the Calendar cell.
        This value of the selected field appears on the date of the Date & Time field in the calendar view. For example, if you have selected the Priority field from the Display Field list for the Open Date field and assigned the red color to the Open Date field, and the incident was created on January 03, 2011, the calendar of the QuickView displays the January 03, 2011 calendar cell in red color and it also displays the priority of the incident that is created on January 03, 2011.
      • From the Color list, select the background color.
        This color highlights the calendar cell where the data that corresponds to this field is visible.
  19. Click Save.
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