Enabling advanced filters in Asset Console and Shared Ticket Console

If you have created customized views for BMC Helix Innovation Studio-based Shared Ticket Console or Asset Console and have upgraded to BMC Helix ITSM version 25.4 or later, you must update your customized views as described in this topic to enable advanced filters on these consoles. Advanced filtering allows complex expressions (AND, OR, NOT, LIKE, NULL, calculations, and keywords) to be used for filtering. 

To enable advanced filters

As an administrator, perform the following steps to enable advanced filters in Asset Console and Shared Ticket Console:

1. Log in to BMC Helix Innovation Studio in Best Practice mode.
2. On the Workspace tab, click Applications.
3. Click ITSM Application.
4. (Shared Ticket Console only) On the Views tab, click the customized copy view of the default view Default IT Ticket Console SM.
5. (Asset Console only) On the Views tab, click the customized copy view of the default view Default Asset Console SM.
6. In the customized view, click Edit.
7. Enable advanced filtering: 
   1. Select the Record grid > Properties > Filters.
   2. From the Filters tab, select Enable advanced filtering.
      
8. For each column where filtering is required, modify the Filterable setting.
   1. Select the Record grid > Properties > Edit grid columns.
   2. Expand the column that you want to edit and set the required Filterable value as Always, In advanced filter mode only, In basic filter mode only, or Never. 
      
      Warning

      Important

      In BMC Helix Innovation Studio version 25.2 or earlier, if the Filterable checkbox was selected for a column, the filterable value in version 25.4 is displayed as Always. Otherwise, it is displayed as Never. 

   3. (Shared Ticket Console only) Make sure to set the filterable value of the following columns: 

      Column	Field name	Set the filterable value to...
      Request type	Tickettype	In advanced filter mode only
      Approved by	Approved_by	In basic filter mode only
      To be approved by	To_be_approved_by	In basic filter mode only
      Change impacted company	Impacted_company	In basic filter mode only
      Change impacted region	Impacted_region	In basic filter mode only
      Change impacted site group	Impacted_sitegroup	In basic filter mode only
      Change impacted site	Impacted_site	In basic filter mode only
      Change impacted organization	Impacted_organization	In basic filter mode only
      Change impacted department	Impacted_department	In basic filter mode only
      Keywords	Search Keywords	In basic filter mode only
      Ticket type	Data Provider ID	In basic filter mode only

       

   4. (Asset Console only) Set the filterable value of the following columns to In basic filter mode only:

      • Approved by
      • Created by
      • Managed by
      • Owned by
      • Supported by
      • Used by
      • OS manufacturer
      • OS product name
      • OS version
      • Processor manufacturer
      • Processor max clock speed
      • Processor product name
      • CPU count
      • Keywords (Search Keywords)

   5. Save the columns and then the view.