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Filter Your Incident Console (Remedy Classic View)

Use Show, Filter By, and Manage My Filters to control the contents of the Incident table.

This article applies to: Remedy


The Incident table is reached by clicking the Applications tab, then Incident Management, then Incident Management Console

Show

This field has a menu from which you select the basic criteria by which you want to filter the contents of the Incident table.

  • Submitted by me — All incident requests submitted by you
  • All — All incident requests, regardless of who submitted them or to whom they are assigned
  • Assigned to me — All incident requests assigned to you
  • Assigned to my group — All incident requests assigned to a specific support group of which you are a member. If you select this, you are prompted to select the support group.
  • Assigned to all my groups — All incident requests assigned to all of the support groups of which you are a member
  • Watch List — All incident requests on the Watch List
    Note: If you select Watch List, the Filter By drop-down is not available for further filtering.

Filter By

This field places further conditions on the criteria that you chose in the Show field.

For example, if you select Assigned To All My Groups from the Show field and All Open > Critical Priority from the Filter By field, the Incidents table will display all records assigned to your groups with the priority of Critical.

Manage My Filters

Click the magnifying glass icon to open the Manage My Searches dialog box. Here you can create, edit, save, and delete custom searches. 

The advanced qualifications allow you to create searches with very specific search criteria. After you save a custom search, it appears in the My Searches list on the Manage My Searches dialog box and in the My Searches list in the Filter By field. (The My Searches option in the Filter By field appears after a custom search is defined.)

Define a Custom Search

  1. Click the magnifying glass icon next to the Filter By field.
  2. On the Manage My Searches dialog box, enter a name for your search.
  3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog box, where you will define the search criteria.

    For each criterion you will
    • Use the Keywords or Fields drop-down lists to select the keywords or record fields on which you want to search.
    • Assign an operator (+, =, >,<, and so on).
    • Place literal values for the search between double quotation marks.
      'Urgency' = $NULL$
      'Priority' = "High"

Example

If Allen Allbrook is performing an incident request review and he needs to search for incident requests where the impact is Significant/Large or Extensive/Widespread and the service involved is Collaboration Services.

('Impact' = 2-Significant/Large" OR 'Impact' = "1-Extensive/Widespread")
AND 'Service' = "Collaboration Services"

Example

To display all incidents updated by email and all unresolved incidents, you would create this search:

('Updated By Email' = "Yes" OR 'Status' < "Resolved”)

  1. Click Select to close the Advanced Qualification Builder dialog box, then click Save.
  2. Close the Manage My Searches dialog box.

The new search now appears in the My Searches list of the Filter By field.

Edit or Delete a Custom Search Filter

  1. Click the magnifying glass icon next to the Filter By field.
  2. Under My Searches, select the search filter that you want to modify or delete.
  3. To modify the search filter, edit it as necessary, then click Save.
    To delete the search filter, click Delete.
  4. Click Close.

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