A view to see a callers incidents and requests

[jmon]

Hello, 

I have been going over all this on the user side and I can not find a view to see all the users past incidents and requested items. 

[Benjamin A]

In terms of not seeing the incidents it could potentially be a permission role. Can the logged in user see the incident's associated with this going through the regular incidents module? Can you attach a screenshot of an incident associated with this user?

If you want to see other record types you will need to add those to the related lists. If you are not a system administrator you will need to reach out to them to configure these related lists on the view. 

CI's Assigned To should cover hardware assigned to the user. Getting software may be a bit difficult depending on what exactly you are looking for. If it is software instances on a user's device you will need to click into the CI's assigned to them and then look at software as software instances are associated with the CI which is then associated to the user. 

If you are looking for software contracts then you could use one of those related lists. It really depends exactly on what you are looking for.

[Benjamin A]

Adding on that requests would need a new related list as well. Additionally requests and requested items are different so be sure to have an understanding of the difference and add the appropriate related list based on your business needs.

[vishwajeet5550]

I'm used to using Remedy where all IT requests for support would display on one screen, in one list. My job does both technical support and requests. What I liked about Remedy was all tickets (incidents/requests) were in one display, allowing me to quickly prioritize requests based on the summary and priority without having to open each ticket and mentally rank each incident after reviewing them all - my queues are large. In my job, some requests take priority over technical support. However, with ServiceNow requests and incidents are split. As a result, I'm building a dashboard to display widgets for incidents and requests. But, the displayed information is not the same. For example, I cannot find a contact or customer column for the display. And I can't see the short description or the description information displayed in the list/widget. Extra steps are required to see the customer name, contact name or description in the displayummary or short description. I've built reports for open incidents and open request and for task table, which seems to show both incidents and requests. But, they're still missing information I consider important, who and what. Any advice or workarounds