Defining views and performing actions on Change Management

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

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view.
3. Configure the preferred filters, list view fields, and formatting rules.
4. 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.
5. (Optional) If you do not want to save the changes, from the Views list, select Abandon Changes to Current View.

Filtering records

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view to which you want to apply the filters.
   
3. Click Manage Filters .
4. 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, then click Apply.

   Note

   When applying filter for 2 or more same type of field, you must apply all Or conditions first. The filters work as a straight query and are not grouped together.

   Example

   Assume that you want to see tickets that are assigned to either of the 2 technicians, AUTOSATECH1 and AUTOSATECH2, with Inactive equal to False and Status equal to Open. You must apply the following filters:

   

   The result is not the same if you apply the following filters:

   

5. (Optional) To view the applied filters on a list view, click Filters Applied.

Configuring fields displayed in the list view

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

Configuring formatting rules

1. On the header bar, expand the hamburger menu  and select Help Desk.
2. From the list of views, select a view for which you want to format records.
3. Click Manage Formatting .
4. 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 .