1. SERVICE MANAGER 9.2 VIEWS 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 2 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 3 Service Manager 9.2 - Views

4. To Do View – Overview WHATS 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 4 Default Attributes: ID (ticket number) Module (Incident or Interaction) Status Assigned Target date Description Service Manager 9.2 - Views

5. To Do View – Overview (contd) 5 Service Manager 9.2 - Views

6. Modifying Columns From a list of records returned from a search. 1. Click More 2. Select Modify Columns 3. Choose the appropriate data element 4. Click Proceed 6 Service Manager 9.2 - Views

7. Customizing Current Views From an existing queue (e.g. Incident Queue) 1. Select More 2. Click Customize Current View 3. Select the desired fields (Note: You must add all fields you wish to see. This is blank by default). 4. Select grouping or sorting as desired. 5. Click Finish. 7 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). 1. When record list is returned, click the Add Favorite icon. 2. Name the favorite and select OK. 3. The newly created favorite is now available for use under Favorites and Dashboards. 8 Service Manager 9.2 - Views

9. Exporting to Text File Run a search for records (SD or IM). 1. When record list is returned, click the More icon. 2. Select Export to Text File 3. Select the desired delimeter (and column headers if desired). 4. Click the save icon 5. Either open file directly or save to applicable location. 9 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 10 Service Manager 9.2 - Service Desk