Defining views and performing actions on Change Management

Change Management is a dashboard that helps you manage your change requests and change approvals. You can access your open change requests and change approvals, and also take appropriate actions. You can create your own view and filter items that need urgent attention.

From the Change Management grid, you can perform the following actions:

Define list views
Configure display columns for a list view
Apply filters
Highlight records in a list view
Refresh the list views

Overview of Change Management features

Feature	Description
List views	The list of views enables users to see a list of change requests based on certain attributes. For example, you can create a view for change requests that are assigned to you or a view for all change requests with the open status. You can customize this list of views and use Save Current View As to create a new custom list view.
Configure columns	You can configure the fields that are displayed in a list view. You can drag a column to change the sequence and resize the field column width.
Format records	You can define rules to format records based on certain record attributes. For example, you can highlight all the records with Priority 1 in red.
Configure filters	You can filter the results in the list view by using field values and conditions.
Refresh the list view	You can configure a custom refresh rate for the view. You can also refresh the list of view manually.
Cancel a change request	You cancel a change request from the list view. Note: You must have appropriate permission to cancel a change request.
Delete a record	You can delete a change request from the list view.
Export list views	You can export the change requests in a list view to CSV or HTML format. Note: When you export the record data, the custom formatting is not exported.
Preview records	You can select the location of the preview pane to see the record from top, bottom, or right. The preview pane displays a preview of the record.

Creating or customizing a view

You can customize your list views on the Help Desk and Change Management grids by configuring filters and field columns, and defining formatting rules. After you customize an out-of-the-box or custom list view, the view icon of a list view changes colors from black to blue . In the following topics, references to Help Desk also apply to Change Management.

Creating a new view
Filtering records
Configuring fields displayed in the list view
Configuring formatting rules

Creating a new view

On the header bar, expand the hamburger menu and select Help Desk.
From the list of views, select a view.
Configure the preferred filters, list view fields, and formatting rules.
From the Views list, select Save Current View As.
1. In the Save Current View As dialog box, in the View Name field, enter an appropriate name for the view.
2. From the Sharing Type list, select a preferred sharing type:
  - Private - View is available only to me
  - Public - View is available to all
3. Click Save.
(Optional) If you do not want to save the changes, from the Views list, select Abandon Changes to Current View.

Filtering records

On the header bar, expand the hamburger menu and select Help Desk.
From the list of views, select a view to which you want to apply the filters.
Click Manage Filters .
In the Manage Filters dialog box, perform the following actions:
1. From the Select a Field list, select a field, such as Category.
2. From the Select a Condition list, select a condition, such as equals.
  The list of conditions differ based on the field that you select in the Select a Field list.
3. In the Select/Enter a Value list, select or enter a field value, such as Applications.
4. (Optional) To add another filter, click Add .
5. Repeat the above steps to configure multiple filters.
6. Click Apply.
7. (Optional) To delete a filter, click Delete .
(Optional) To view the applied filters on a list view, click Filters Applied.

Configuring fields displayed in the list view

On the header bar, expand the hamburger menu and select Help Desk.
From the list of views, select a view for which you want to configure the fields.
Click Manage Columns .
In the Manage Columns dialog box, select the fields to be displayed as columns.
Click Apply.

Configuring formatting rules

On the header bar, expand the hamburger menu and select Help Desk.
From the list of views, select a view for which you want to format records.
Click Manage Formatting .
In the Manage Formatting dialog box, perform the following actions:
1. From the Select a Field list, select a field, such as Priority.
2. From the Select a Condition list, select a condition, such as equals.
  The list of conditions differ based on the field that you select in the Select a Field list.
3. In the Select/Enter a Value list, select or enter a field value, such as 1 - Critical.
4. In the Preview list, select a Background Color, Text Color, and Text Style.
5. If you want to apply the same formatting to all field columns on a list view, select the Apply to row check box.
6. (Optional) To add another filter, click Add .
7. Repeat the above steps to configure multiple formatting rules.
8. Click Apply.
9. (Optional) To delete a rule, click Delete .