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Create custom filter on Dashboard for team to see all their tickets

dmarinos
Tera Expert

Hi All, 

 

I would like to create a custom, filtered view on the dashboard that the whole team can view.  

 

Current OOB environment. 

dmarinos_0-1723468861817.png

 

 

Below, I received this from another partnered instance as a reference. It displays the following:

 

Logged: All logged tickets that are assigned 

Assigned to me: All logged tickets that are assigned to me (Inc, Req, Tsk, etc.)

Assigned to my groups: All logged tickets that are assigned to my groups - if I am part of one or many

All: All tickets 

 

dmarinos_1-1723468861030.png

 

 

How do I go about creating something like the above. I have all the parameters from this instance as well. I am just not sure where to start creating this and apply it to everyone with a specific role (itil)

1 ACCEPTED SOLUTION

Sam_jsyy
Giga Expert

Hi!

 

Firstly you will want to go to a list on the 'sys_ux_list_menu_config' table which will have a list of all the UX list menu configurations. This can be done by typing 'sys_ux_list_menu_config.list' into search bar of the 'All' tab in the header of your next experience.

 

Sam_jsyy_2-1723515069156.png

 

 

In my case, the name of the correct area is 'CSM/FSM Configurable Workspace List Menu Config' but yours may be different.

 

Once you locate the correct workspace, click into it and find the UX list Categories related list which is on the 'sys_ux_list_category' table.

 

There you will see the list of all the same options you have in your workspace view:

 

Sam_jsyy_0-1723514639546.png

 

Click into each one you want to add an extra option to and in each one there is a further related list called UX Lists. Here you can create new lists and define/modify the conditions for each one, even existing ones.

 

Sam_jsyy_1-1723514758242.png

 

 

Please note that you will have to be in the correct scope to make the changes that you want to make. For me the correct scope is 'CSM Configurable Workspace' but as previously mentioned, for your instance, it may be different.

 

Please let me know if you have any questions!

View solution in original post

4 REPLIES 4

Sam_jsyy
Giga Expert

Hi!

 

Firstly you will want to go to a list on the 'sys_ux_list_menu_config' table which will have a list of all the UX list menu configurations. This can be done by typing 'sys_ux_list_menu_config.list' into search bar of the 'All' tab in the header of your next experience.

 

Sam_jsyy_2-1723515069156.png

 

 

In my case, the name of the correct area is 'CSM/FSM Configurable Workspace List Menu Config' but yours may be different.

 

Once you locate the correct workspace, click into it and find the UX list Categories related list which is on the 'sys_ux_list_category' table.

 

There you will see the list of all the same options you have in your workspace view:

 

Sam_jsyy_0-1723514639546.png

 

Click into each one you want to add an extra option to and in each one there is a further related list called UX Lists. Here you can create new lists and define/modify the conditions for each one, even existing ones.

 

Sam_jsyy_1-1723514758242.png

 

 

Please note that you will have to be in the correct scope to make the changes that you want to make. For me the correct scope is 'CSM Configurable Workspace' but as previously mentioned, for your instance, it may be different.

 

Please let me know if you have any questions!

Hi @Sam_jsyy 

 

Thank you! This is what I am looking for. 

 

I do have a question:

I was able to find the correct scope that is being displayed. 

 

I want to create just 2 filters:

1 - All tickets assigned to me (Inc, Req, Tsk, Etc.)

2 - All rickets assigned to my group (Inc, Req, Tsk, Etc.)

 

 

I am able to create the filters that I want, but I am running into two issues now:

1 - I am not able to search through multiple tables - incident, task, interactions, request etc. It only lets me do one table at a time

2 - It seems that I am the only one that see the changes. Is there a way to make it global? I impersonated some people with the itil role and they can't see the filter. 

Hey!

 

You can set the table you are filtering on to the ‘task’ table as this looks like it will cover the task types you are wanting to see.

 

For the filter knowing what group you are in, you can add the following query:

 

Assignment Group > Is (Dynamic) > One of my groups

 

I hope this helps 🙂

Very helpful!!! 

 

The Assignment worked fine. I wasn't able to filter through multiple tables, so I just adjusted the way that I do things. 

 

Thank you again for all of your help!!