Working With Views

Using the Content Manager    Using the View and Report View Designers  

  Configuring iSupport Views, Charts, and Alerts

Use the View component on the Desktop to display iSupport data and perform actions such as searching, opening and routing records, and more.

• You can open any item in a view by selecting it, and you can select a column heading to sort it in ascending/descending order. Next and Previous navigation options will appear in the ribbon bar when an item is opened from the View component. The Next option will open the next record in the view, and the Previous option will open the previous record listed in the view. This applies to all iSupport record types within folders.

• Views do not refresh automatically when items are created, changed, or deleted. To refresh a view, click on the Refresh icon.

• View functions on the left toolbar include:

Select the view to display; you can enter text in the dropdown selector to display a list of views matching the text you enter. An asterisk next to a title indicates that alerts and/or charts have been created from a view. A setting in the Configure dialog enables you to use the selected view for the window title in the component header.

  Edit the selected view in the View Designer.

Create a view in the View Designer.

Send a subscription email with an attached file of exported view data to configured recipients on a schedule; the email will be sent via the View Subscription agent, which runs on a five minute interval. All of your configured view subscriptions are listed on the View Subscriptions tab in the Preferences screen for sending and deleting.

Display a quick tour of the View component.

• Use the Search field to perform a literal case-insensitive search for a character string within all data displayed in the current view. To perform a simple search, place the cursor in the Search field, enter the character string, and click the Quick Search icon. You can search for an incident number in an incident view, even if it doesn't exist in a displayed column.

Click the Advanced Search  icon to set criteria for filtering data in a view. Use the Match <All/Any> field to specify whether you want every <field> <comparison method> <value> search condition to be met, or any configured condition to be met. Use the Add Condition  and Remove Condition  icons to display and remove a <field> <comparison method> <value> search condition. Click the Add Condition  icon if you wish to include another condition. You can use the Add Condition Group  icon to put a set of search conditions to be evaluated together in a group. Click the Save button to enter a name for the search and save it. The Saved Searches  icon will display; hover over it to display saved searches.

• Use the Actions dropdown menu to perform actions such as opening and routing records. Use the Add to Quick Access Toolbar icon to add icons to the top of a view. You can drag icons to change the order. The view action will remain on the Actions menu with a pin icon for removal from the quick access toolbar.

  

You can specify the number of entries per page in the Preferences dialog; when the number of entries exceeds the specified number of view entries per page, a set of view paging links appear at the bottom of the entries. You can use the following keyboard shortcuts for paged views on the Desktop: Press Alt + to move forward one page, Alt - to move back one page, Alt > to jump forward several pages, and Alt < to jump back several pages.

• You can export view data in Microsoft® Excel (*.xls and *xlsx) formats, Microsoft® Word (*.doc) format, Portable Document Format (*.pdf), or Comma Separated Value Format (*.csv). Comma Separated Value Format is usable with Microsoft Excel and other third party tools.

Use the Export option on the Actions menu to export the data represented in the right frame; you'll be able to export all records at once, the current page, or a range of pages, all based on your current view, search, and sorting criteria.

Use the Export link in the left categorized frame to export all records in the view, preserving any search results.

For Microsoft Word and Adobe PDF formats, the horizontal display will be clipped to the display size of the page.

• Read/Unread/Updated icons can be enabled for incident, problem, change, and purchase views. In a view with the read/unread feature is not enabled, all folders will be blue. If read/unread feature is enabled for a view, the following will display:

• An green icon will display next to an unread item or a folder with both unread and updated items.
• A yellow icon will display next to a folder with at least one updated item.
• A blue icon will display next to a closed or read item or a folder with both closed and read items.

Enable these icons for custom views via the  Enabled Read/Unread button in the View Designer; to enable these icons for default views, use the and options in the Content Manager.