Views and favorites administration

A view uses a pre-defined query to display a set of records. As a system administrator, you can use Views/Favorites to create a new view, edit an existing view, or delete a view. A view includes the following elements, which can be specified or modified when the view is created or edited.

• View definition:

  • View Fields - fields displayed in the view.
  • Group By - how the records are grouped.
  • Sort By - how the records are sorted.
• Audience specifies which users can use the view.
• Ownership specifies who is allowed to manage the view and who is allowed to manage the content displayed by the view.

System administrators access the Views/Favorites function from the System Administration menu:

System Administration > Base System Configuration > Miscellaneous > Views/Favorites

Create a view

You can create a view for one or more users to customize the default log-on view. For example, if a group of users regularly searches on the same query, you can provide them with a shared query view as their default whenever they log on to Service Manager.

This topic assumes that you are familiar with Service Manager table and field names.

To create a view, follow these steps:

1. Click System Administration > Base System Configuration  > Miscellaneous > Views/Favorites.

2. Click New.

   The New View wizard opens.

3. Select the Area to create the view in and then click Next.
4. Specify the name and type for the view you wish to create, and whether it is a system view or personal view.

5. Select who the view will be available to, and then click Next:

   • Everyone
   • Selected Groups
   • Selected Roles

6. Select the fields you want in your view:

   1. Click Fields.

   2. To add fields, select items from the table menu and click Add to List.

      Note If you select a field that has a link to another table, select from the secondary menu to add fields you want in the view.

7. Select view properties for Group By, Sort By, Filter, and Autoformat as desired.

8. Click Finish.

   After the system adds the view, you can provide additional information for the view definition

9. In the Audience tab, select an audience for the view and then click Save.
10. You can also update or add additional properties for the view with the View definitions, Query definitions, and Ownership tabs.

Add a view for a new table

When you want to expand the list of views in a queue, you can use the New View wizard. However, if the table does not yet exist, you need to first configure the table as an object record. You can then add the view to the table.

To configure an object record for a new table, follow these steps:

1. Click Tailoring > Document Engine > Objects.
2. Type the file name (table name) in the File name field. For this example, type kmdocument.
3. In the Manage Queues tab, type an expression in the Manage condition field that evaluates to true. For example, type lioption("Knowledge  Management").
4. Create a form to be used to display the view. Type your entry in the Manage default view field. For example, type Knowledge Documents.
5. Click Fill in the Manage display format field and choose inbox.view.
6. Click Add.
7. Log out of Service Manager, and then log back in. This enables the new object kmdocument table that you configured to be added to the view list. You can now add the new view to the table.

To add a view to a table, follow these steps:

1. Click System Administration > Base System Configuration > Miscellaneous > Views/Favorites.
2. Click New. The New View wizard opens.
3. Select an entry for Area (Knowledge Documents) and then click Next.
4. Type the name of the view in the Name field and then click Next.
5. Click Fields.
6. Select Title in the Knowledge Documents list entries and then click Add to List. The Title entry appears in the Destination Fields box.

7. Click Finish. You receive a message that states the view record was added. You also see the View Definition form to add additional properties to the view you created.

   The view appears under Favorites and Dashboards in the navigation pane.

Delete a view

To delete a system view, follow these steps:

1. Click System Administration > Base System Configuration  > Miscellaneous > Views/Favorites.
2. Click Search to find a system view.
3. Select a system view from the records list.
4. Click Delete, and then click Yes to confirm.

Change fields in a view

You can add, delete, or change the order of fields in a system view. This topic assumes that you are familiar with Service Manager table and field names.

To change fields in a system view, follow these steps:

1. Click System Administration > Base System Configuration > Miscellaneous > Views/Favorites.
2. Click Search to find the view you want to change.
3. Select the view from the records list.
4. On the View definitions tab, click View Fields.

5. To add fields, select items from the table menu and click Add to List.

   Note If you select a field that has a link to another table, select from the secondary menu to add fields you want in the view.

6. To delete fields, highlight the field you want to delete in the Destination Fields window and click Remove Field.
7. To move a field location up, highlight the field you want to move in the Destination Fields window and click Move Field Up.
8. To move a field location down, highlight the field you wan tot move in the Destination Fields window and click Move Field Down.
9. Click Next.

10. Click Save.

    Service Manager updates the View record.

11. Click OK.

Change roles for a view

To change roles for a view, follow these steps:

1. Click System Administration > Base System Configuration > Miscellaneous > Views/Favorites.
2. Click Search to find a view.
3. Select the view to updated from the records list.
4. In the Audience tab, make the applicable updated.

5. Click Save.

   Service Manager updates the View record.

6. Click OK.

Add a new autoformatting rule

Autoformatting is part of a view in that it is a view that has been customized by a set of rules that specify certain display conditions for records that satisfy the conditions. For example, you can create a view that displays all incident records older than one week and then in that view create an autoformatting rules that displays records as red if their urgency is critical.

System administrators access autoformatting by selecting Customize Current View from the More Actions menu for a view or queue.

To add a new autoformatting rule, follow these steps:

1. From the System Navigator, click Service Desk > Interaction Queue.
2. From the Queue menu, select Approval to open the Approval Queue.

3. Click More or the More Actions icon, and then Customize Current View.

   The Configure View Properties wizard opens.

4. Click the Autoformat button.

5. Click the Add Rule button to open a new autoformat rule.

   1. Type a name in the name field.
   2. Select a color from the list in the Color field.
   3. Select a field for your new rule in the Field list.
   4. Select an operator in the Operator field, such as starts with.
   5. In the next field, select a comparison value, such as a to establish the rule starts with the letter a.

6. Click Next to view a list of current rule definitions. The Configure Autoformat Rules form opens.

   You can use this form to perform the following operations:

   • Add, edit, or remove autoformatting rules
   • Move the order of rules up or down; the first in the order overrides the others
   • Return to the main Configure View Properties wizard form
7. Click Next to return to Configure View Properties.

8. Click Next for the new rule to take effect.

   The records that match your rule criteria now display in the color selected for this rule.

Adjust the order of an autoformatting rule

To adjust the order of an autoformatting rule, follow these steps:

1. From the System Navigator, click Service Desk > Interaction Queue.
2. From the Queue menu, select Approval to display the Approval Queue.
3. From the next Queue menu, select Incident to view the Incident queue.

4. From the View menu, select a view, such as Autoformat date view.

   Note the existing autoformatting rules defined.

5. Click More or the More Actions icon, then Customize Current View.

   The Configure View Properties wizard opens.

6. Click Autoformat.

7. Select a rule to adjust the order of and click the Move Up or  Move Down button to adjust the order of the rule.

   Note that the first rule in the order overrides all others in the record list.

8. Click Finish to return to the Incident queue.

Edit an autoformatting rule

To edit an autoformatting rule, follow these steps:

1. From the System Navigator, click Service Desk > Interaction Queue.
2. From the Queue list, click Approval to open the Approval Queue.
3. From the next Queue menu, click Incident to view the Incident queue.

4. From the next View menu, select a view, such as Autoformat date view.

   Note the existing autoformatting rules defined.

5. Click More or the More Actions icon, then Customize Current View.

   The Configure View Properties wizard opens.

6. Click the Autoformat button.

7. Select a rule to edit and click the Edit button.

   The Autoformat Rule wizard opens.

8. In the name field, you can optionally change the name of the rule.
9. For the rule to be active, select the Is Active check box. For the rule to be inactive, clear the Is Active check box.
10. In the Color field, you can optionally modify the color in which the rule appears in the queue by using the color selections.
11. Optionally modify the field name by using the field selections.

12. In the Operator field, you can optionally modify the operator to use for this rule.

    Valid options for operators in autoformatting rules are:

    • On
    • On or After
    • On or Before
    • Is Between
13. You can optionally modify the date in the date field by selecting a date using the calendar widget or by manually typing in a new date.
14. Click Next to view your modified rule definition.
15. Click Finish.
16. From Specify View Type, select Save as a system view or  Save as a personal view.
17. Click Finish to return to the Incident queue and view your changes.

Remove an autoformatting rule

To remove an autoformatting rule, follow these steps:

1. From the System Navigator, click Service Desk > Interaction Queue.
2. From the Queue menu, select Approval to open the Approval Queue.

3. Click More or the More Actions icon, then Customize Current View.

   The Configure View Properties wizard opens.

4. Click the Autoformat button.
5. Select the rule to remove.
6. Click Remove Rule.
7. Click Yes to confirm your choice.

Customize current view

System administrators use the Customize Current View feature to modify the properties of an existing view. In this case, a view is a query that has been saved to generate a list of records. The out-of-box system provides a set views that may include My tasks or All my open request. The View field in an application lists the views available for the user.

System administrators can access Customize Current View from the More Actions menu on any of the display views, queues, or record lists for any of the applications. The system provides a wizard to configure the view properties.