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.
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).
While configuring a new custom list view, if you set a long text area type field, such as Description or Resolution as the first field in the Select Fields to Display list, you receive a error message.
To filter records in a list view
- Click the Remedyforce Console tab.
- From the View menu, select the appropriate module, such as Incidents.
- From the Select View list, perform one of the following actions:
- To create a new filter, click .
- To update an existing filter, click .
- 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.
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.
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.
- (Optional) In the Step 4. Restrict Visibility section, specify the visibility of the filter.
- Click Save.
- To see the new view in the Select View list, refresh the Remedyforce Console.
The following video (8:04) explains list views, filtering records in a list view, configuring fields in a list view and searching information in a list view in the Remedyforce Console.