[Article] How to Create a List View in Servicenow

BillMartin · 2 hours ago

The Ultimate Guide to Creating Custom List Views in ServiceNow for Maximum Productivity

Every ServiceNow user knows the frustration of wading through endless records, trying to find the one piece of information that matters. Whether you're a newcomer or a seasoned admin, having the right view can make all the difference. But what if you could shape your ServiceNow experience so every list shows exactly what you need, every time you log in? The answer is custom list views. In this guide, you'll learn how to create, customize, and share ServiceNow list views like an expert, giving you speed and clarity in your daily work.

What Are ServiceNow List Views?

Imagine walking into a library with thousands of books—except they're all piled into a single heap. That’s what a default list in ServiceNow can feel like. List views act as the shelves and categories, showing you just what's relevant, organized how you like it.

A list view displays records from a ServiceNow table—such as incidents, requests, or custom tables—by showing specific fields in a table format. By default, ServiceNow provides a generic arrangement of columns, but every team and persona has different needs. That’s where creating and adjusting list views saves time and headaches.

Why Custom Views Matter

Faster Access: Jump right to what matters, skipping the clutter.
Clear Focus: Highlight only your important fields.
Efficiency: Reduce clicks and manual filtering.
Role-Based Clarity: Give each user or group the info most relevant to them.

How List Views Work: A Quick Overview

A ServiceNow list view works like a live report, showing records from a table and letting users scan, search, sort, and work in bulk. The main parts of a ServiceNow list view include:

Filter Area: Shows current filters with “breadcrumbs” across the top.
Columns: Each field you choose to display.
Rows: Each record matching your filter.
Context Menu: Access to column and view settings.

By default, you might see fields like number, description, and created date. But for most teams, that's just the starting point.

Setting Up Your Perfect List View

You don’t have to accept the default. With a few clicks, you can create a list view that fits the way you work.

Customizing Columns

Start by clicking the gear icon in the top-right corner of your list. This opens the list configuration settings:

Add Fields: Drag fields from the available list into your active columns. Need “Priority” or “Assigned To” up front? Just drag them in.
Remove Fields: Drag unwanted fields out or uncheck them.
Reorder: Drag fields to arrange the order they appear. For example, put "Priority" next to "Number" for quick scanning.

When you click OK and save, your changes appear instantly.

Example: Building a Team-Specific View

Support Agents: Show “Priority”, “Assigned To”, and “State”.
Managers: Add columns for “SLA Due Date” or breached SLAs.
Developers: Focus on “Short Description”, “State”, and ticket details.

Tip: Make views for how people actually work, not just what's available by default.

Creating New List Views

For recurring needs, create separate views:

Open the list context menu or click column options.
Go to Configure, then select List Layout.
At the bottom, select “Create New View”.
Provide a clear, descriptive name (e.g., “Urgent Tickets”, “My Group Requests”).
Save your new view.

Now, toggle between default and custom views anytime. You can even create different views for different tasks or teams, like “Critical Incidents” or “Pending Reviews”.

Using Filters for Smart List Views

Columns help you see what you need, but filters decide which records show up in the first place. Use them to slice and dice huge tables into focused lists.

Applying Filters

Use the filter bar at the top of your list:

Click the Add Filter button.
Select a field to filter by (like “Priority” or “State”).
Choose your operator (equals, contains, is not, etc.).
Select or enter a value.

Example: You want to see all “Priority 1” active tickets assigned to your team. Set filter conditions for “Priority is Critical” and “Assigned to Group is My Group”.

Saving Filters to Views

Once you set filters, save them as part of your custom view. Every time you open that view, your list will show only the records that matter.

You can create views tailored for yourself or share them with teams. For privacy or compliance, restrict views by groups, roles, or departments.

Common Use Cases for Filters

View Name Filter Example Use Case

Critical Tickets	Priority = 1, State = Active	On-call and emergency handling
My Group's Assignments	Assignment Group = Your Team, Active	Daily ticket queue for support team
Overdue Requests	SLA Breach = True	Managers monitoring breached SLAs

Pro Tips for Faster Productivity

Building great list views isn’t just about columns and filters. These features can supercharge your ServiceNow experience.

Dot-Walking: Pull Data from Related Tables

Ever wished you could see information from a related table right in your main list? Dot-walking lets you display fields from related records.

For example, add the department of the person who opened the ticket directly in your problem ticket list. As you add the “Opened By” field, you’ll see a plus icon. Expand it, select “Department,” and add that to your columns. Now, you know not just who opened the ticket but also which department they belong to.

Favorites: Quick Access to Top Views

If you use a particular list view every day, add it to your favorites. Click the star icon or "Create Favorite," give it a clear name, and it’ll show up at the top left under your favorites menu. Search for favorites whenever you need quick access.

Share Views with Teams or Roles

Admins can publish list views to roles or groups. For example, create a shared “Unassigned Tickets” view for your help desk. When everyone starts with the same focused list, the support desk is more efficient.

Separate Personal and Shared Views

Keep your own views private until perfected, then share them with the team. Use clear naming (e.g., “John’s Critical Incidents”) to avoid confusion. Only share polished views that help others.

Use Filters for Dynamic Content

Filters can reference the person viewing the list, so views adjust based on who is logged in. This means your view can always show “My Tickets” or “My Group’s Requests” without manual updates.

Advanced Techniques for Data-Driven Teams

ServiceNow’s list view isn’t just a fancy spreadsheet. It gives you powerful tools for deeper work.

Integrate List Views with Reports

Any list view can serve as the basis for a report. Managers can track KPIs using views without rebuilding filters from scratch. Filter lists feed dashboards, giving up-to-date metrics for action.

Manage Data Visibility for Privacy

By controlling who can see which view (and which records), you protect sensitive information. Tailor views for different roles or groups within your organization for privacy and compliance.

Add Related Data with Dot-Walking

Display fields from referenced tables, like the department or business owner, in your main list. This removes the need to open each record for extra context.

Best Practices for Custom List Views

Building effective custom views takes more than a few clicks. Keep these tips front of mind:

Use clear, descriptive names so everyone understands a view’s purpose.
Limit fields to keep lists fast and easy to scan. Too many columns slow performance and clutter the screen.
Regularly clean up old or unused views to avoid confusion.
Separate personal and team views for clarity.
Turn lists into dashboards or reports for recurring needs.

Wrapping Up: Make ServiceNow Work for You

Default lists in ServiceNow aren’t bad, but they rarely match the way you and your team actually work. Taking a few minutes to set up custom list views brings focus, speed, and productivity to your day. You’ll spend less time hunting for information and more time actually resolving tickets.

Ready to turn your favorite list view into a daily driver or team dashboard? Start small, try different filters, and ask colleagues what would help them. Share your best setups and help raise everyone’s game. ServiceNow isn’t just a ticketing tool—it’s your partner in getting things done.

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