Custom Views

Custom views are user-defined filters or configurations that allow users to personalize how they view and manage tickets or requests.

Create New View

The 'Create New View' option allows administrators to design and customize how service requests are displayed to users. By creating a new view, admins can define specific filters, columns, and sorting preferences.

Navigate to Service Desk > System View > + Create New View.

Select the required fields from ‘Service Desk Fields’; these will appear later under ‘Order Fields.’ Users can rearrange them using drag-and-drop to move fields to the top or bottom as needed. Add the Name of the View, Description, and select the page size from the dropdown. Click ‘Save’ to configure a new view.

There are a few mandatory Service Desk Fields, such as Request ID, Summary, Object Name, Status Name, Requested By, and Requested On, that cannot be unselected while configuring a new view.

A new "Latest Comment" column has been added to display the most recent comment for each service request. This column can be included while configuring a new view.

My View

The 'My View' feature allows users to personalize and save a custom layout for displaying service requests. This view includes user-specific preferences such as selected columns, filters, sorting order, and grouping criteria.

Public View

Public View displays views created by other users within the application. It enables users to explore and use views created by others.

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