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:
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 Helix Remedyforce CMDB 2.0 architecture. |
Service Request Management QuickView | |
| My Service Requests | Open 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.
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