Note that Entity Group and
Ticket Type must be selected before you start
input remaining fields. The fields displayed are dependent of the selection of
Ticket Type. Fields are:
• Strong Name: Enter the unique name which is used to
identify the View in the system internally
(language independent).
• Localizations: In this field you enter name for the
View (name displayed to the user). This field
includes one textbox and one dropdown box. You select language from the dropdown
box and then enter desired name in the text box. You can set view name for one
or more languages.
• Scope: This field defines who could see the view. The
field has four options to select: User Specific,
Group, Organization,
and System Wide. If System Wide is selected all
Agents will have access to the view. If one of User
Specific, Group or Organization is selected, 
icon is displayed
beside the dropdown list. This button opens a popup displaying users (Agents), groups and organizations respectively. Select
who should have access to the view in checkboxes. Click on Select button to apply. Clicking on it saves the details
and closes the popup. Note that users assigned to the SuperAdmin role has fully permissions in the system and
can see all views. For users assigned to this role system never check scope
settings and settings then have no effect. SuperAdmin permissions cannot be restricted.
• No of rows per page: Select no of rows per page when
displaying the View. Dropdown with values 5, 10,
15, 20, 25, 50 and 100.
• Is SSP
view – mark this checkbox if you want to display this view on SSP as well.
View will be listed on My tickets page on SSP.
• Table Columns: In this section you select the columns to
be displayed in the View list. Mark an item in the
left (Available columns) list and select 
button to add the field as a column in
the view. The field is added to the right list (Selected
columns). You can change the order of the selected columns by using the
arrow buttons right to the list. Mark an item in the Selected columns list and click 
to unselect it.
o Mobile: For each
field in Selected columns list a checkbox (Mobile)
is displayed. Check the fields you want to be displayed in the mobile app
version of the view.
• Include SLA/OLA Column: This option adds SLA/OLA field
in View. This option is only available when
creating Ticket views.
• Filter:
o Condition type: This option is to select filter
condition from pre-defined condition types. Note that this option is only
available for Ticket Entities. Following pre-defined conditions are available in
dropdown; Assigned to me, In my group(s), Unassigned
Tickets, Recently solved, Closed, Rated Tickets,
Overdue Tickets.
o Advanced filtering: You define here additional filter
conditions for the view (the selected filter in Condition type is valid even if
you are adding additional filter here). The section is displayed with three
fields: dropdown list to select condition type, Add New
Condition button and Add New Sub Condition
button:
§ Condition
Type: Two options are available here: All
and Any. You can select All to require match of all the conditions and you can
select Any if match any single condition from the
conditions defined is enough.
§ Add New
Condition: Initially no condition is added. You click Add New Condition button to add new condition for the
selected condition type. Clicking this button shows the dropdown list for fields
(columns) in new row. When you select any field from the dropdown, few more
inputs are displayed in the same row. You have to select or enter appropriate
value in those input fields. You can move the conditions by drag and drop.
§ Add New Sub
Condition: When you click this button four fields: Condition Type, Add New
Condition, Add New Sub Condition and Remove button are displayed below parent conditions. The
functionality of these three fields is similar to the functionality described
above. This functionality is used to define sub conditions which can be matched
to fulfill any single condition. For example, if you want to execute actions
when “Registered Ticket” and “Priority is Critical or Priority is
high” then you need to define sub conditions for the second condition of
priority using Any condition type. Note that sub
conditions can be defined only up to three levels for any condition.
• Sort order: In this option you define sorting order for
the list in the View. Initially no sort order is
defined. Click Add (+) button to add a sorting
condition. Two fields are then displayed in a row; Field
Name and Sort Order. Field Name contains the selectable columns. Select
column to which sorting should be applied. Sort
Order contains three fields; None, Ascending and Descending. Another sort condition could be added
by clicking Add button displayed in the next row.
You can also reorder the sorting conditions by drag and drop.
• In the Preview section at the bottom of the page the column
headings you have selected are displayed. Column order could be changed by drag
and drop the headings. The column width could also be adjusted. You can select a
column to group the view result by drag and drop it in the field above the
column headers.
• Preview: When
you click this button, a popup window is displayed to preview the View based on
the details entered.
• Marking check
box Collapsed view when grouped (by parameter you choose) allows
you to auto-collapse grid rows for the selected view.