Use case: Department manager

As a department manager, I would like to see all incidents that were closed by contacts from my department in last 30 days.

Task 1: Create the view

1. Log in as a system administrator.

2. Switch to the Incident queue.

3. Click More or the More actions menu, and then click Define Views.

4. Click New.

5. In the name field, type the following, choose System View, and the click Next:

   All incidents closed by contacts from my department in last 30 days

6. Click Next.

7. Click Filter, click Advanced Filter, and then click Add New Filter Criteria.

8. In Field in Incident, select Closed By, and then click Use Multi Level Field Chooser.

9. Select field Contact Name for Operator, and then select Dept Name for Contact.

10. Click Next.

11. Set Comparison to Equals, set Value to North America - IT, and then click Next.

12. Click OK.

13. Click Fields

14. Specify the following values in the corresponding fields and then click Add to List.

    Field	Value
    Incident	Close Time
    Incident	Closed By

15. Click Finish and then click Apply View.

Task 2: Define the restriction in the inbox definition

1. Log in as a system administrator.
2. From the command line, enter db and then press the Execute Command button.
3. In Form enter inbox and then click the Search button.
4. Click inbox.view, click Search, and then click All incidents closed by contacts from my department in last 30 days.

5. Click Query definition and modify the query form as follows:

   From:

   probsummary;closed.by;operator;name;operator;contact.name;contacts;contact.name;contacts;dept.name="North America - IT"

   To:

   probsummary;closed.by;operator;name;operator;contact.name;contacts;contact.name;contacts;dept.name=$lo.dept and close.time>tod() - '30 00:00:00'

6. Click Save.

After you complete these tasks, you can log in as an Incident Manager, and then switch to the “All incidents closed by contacts from my department in last 30 days” view.