Service Manager 9.2 Views and Reports

1. Service Manager 9.2Views and Reports July, 2011

2. What are Views? • Views offer a flexible way to display data in ways that suit your purpose. • From a View, you can select an object to view its details and initiate actions. • The detail form displays the values of some or all of the object's attributes and may allow you to modify those values. • Views display lists of your data query results. • There are two types of Views: System Views and Personal Views. • System Views are created and maintained by your administrator, and you cannot modify them unless you have the correct privileges. • Personal Views are views that you create. You can display views in one of two ways. • Personal and System Views are stored in the database • Users can save System Views as Personal Views Service Manager 9.2 - Views

3. Why use Views? • Ability to select displayed fields from a list • Ability to group, sort and format views • Ability to define font type, colors • Ability to define rules on views Service Manager 9.2 - Views

4. To Do View – Overview WHAT’S THE “TO-DO” VIEW? • View which displays assigned items e.g. Incidents or interactions to either group or person • Users can see all their assigned work in one view • Only open items are displayed • Ordered by target date • Default Attributes: • ID (ticket number) • Module (Incident or Interaction) • Status • Assigned • Target date • Description Service Manager 9.2 - Views

5. To Do View – Overview (cont’d) Service Manager 9.2 - Views

6. Modifying Columns • From a list of records returned from a search. • Click “More” • Select “Modify Columns” • Choose the appropriate data element • Click “Proceed” Service Manager 9.2 - Views

7. Customizing Current Views • From an existing queue (e.g. Incident Queue) • Select “More” • Click “Customize Current View” • Select the desired fields (Note: You must add all fields you wish to see. This is blank by default). • Select grouping or sorting as desired. • Click “Finish”. Service Manager 9.2 - Views

8. Creating a Personal Favorite • Run a search for records (SD or IM) with repeatable criteria (e.g. SD tickets closed in the last 7 days). • When record list is returned, click the “Add Favorite” icon. • Name the favorite and select “OK”. • The newly created favorite is now available for use under “Favorites and Dashboards”. Service Manager 9.2 - Views

9. Exporting to Text File • Run a search for records (SD or IM). • When record list is returned, click the “More” icon. • Select “Export to Text File” • Select the desired delimeter (and column headers if desired). • Click the save icon • Either open file directly or save to applicable location. Service Manager 9.2 - Views

10. Summary Points • Views: Service Manager give you the ability to display data in flexible ways to suit your purposes • Types of Views: System Views - Preset views that cannot be changed without permission. Personal Views - Views that you create. • Favorites can be created and saved so that frequently needed data sets and graphical displays can be quickly updated and accessed Service Manager 9.2 - Service Desk