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Service Manager 9.2: Understanding Views and Reports for Enhanced Data Management

Explore the functionalities of Views in Service Manager 9.2, a powerful tool for displaying data tailored to user needs. Learn how to utilize System and Personal Views, modify columns, and customize existing views. The To-Do View provides an organized way to track assigned items, while options for creating favorites ensure quick access to frequently used data. Emphasizing flexibility, grouping, and sorting, this guide highlights the methods for effective data management that boost efficiency in service desk operations.

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Service Manager 9.2: Understanding Views and Reports for Enhanced Data Management

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  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

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