Service Manager

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Working with Filter Panels for Searching

You can create and configure filter panels to improve the way the system searches in Service Manager.

•About Filter Panels

•Adding a Filter Panel

•Editing a Filter Panel

About Filter Panels

In the Service Desk Console, you can use a filter panel to add additional search options.

Search Filter Panel

You can define filter panels for business objects, including custom business objects. (Custom business objects are business objects that users can customize for their own individual business requirements.)

Each filter panel is made up of one or more filter groups. The figure below shows the filter panel for the Change business object. If you click more... at the bottom of a filter group, the system displays the More Options dialog box.

Each filter group is made up of one or more individual filters.

Adding a Filter Panel

By default, Service Manager provides filter panels for several key business objects. To add a filter panel for another business object, follow these steps:

1.From the Configuration Console, click Build > Search Tools > Filter Searches to display the Filter Searches workspace.

2.Click Add.

3. Select a business object from the drop-down list.

4.Click Save.

Editing a Filter Panel

1.From the Configuration Console, click Build > Search Tools > Filter Searches to open the Filter Searches workspace.

Filter Searches Workspace

The system displays business objects in three categories:

•Common business objects that you use on a daily basis:

•Incident

•Problem

•Change

•Release

•Service Request

•Knowledge

•Custom business objects

•Everything else

2.Next to any business object, click Edit to display the Edit Filter workspace. You can make changes to the filter groups and individual in this workspace.

Edit Search Filter Workspace

From the Edit Filter workspace, you can do the following:

•Adding a Filter Group to a Filter Panel

•Enabling and Disabling Filter Groups in a Filter Panel

•Editing the Title of a Filter Group

•Adding an Individual Filter to a Filter Group

•Editing an Individual Filter in a Filter Group

•Removing a Filter Group from a Filter Panel

Adding a Filter Group to a Filter Panel

Follow these steps to add a new filter group to a filter panel:

1.Perform steps 1 and 2 in Editing a Filter Panel.

2. Click Add Filter.

3. In the Condition Name field, enter the name for the filter group. This is the header that the system displays in the Service Desk Console.

4.In the Condition Help field, enter information that the system displays as a tooltip.

5.Click Save.

6.Click Preview on the toolbar to see what the filter panel looks like.

Filter Preview Workspace

7.To translate the values in the filter panel, click Translation Tool. See Using the HEAT Translation Tool for more information about using the HEAT Translation Tool.

8.Click Save.

Enabling and Disabling Filter Groups in a Filter Panel

Before you begin, perform steps 1 and 2 in Editing a Filter Panel.

If a filter group is enabled, the system displays ON next to its name. 

1.To disable the filter group, click ON to toggle it to OFF.

Disabled Filter Group

2.To enable the filter group, click OFF to toggle it to ON.

Editing the Title of a Filter Group

Follow these steps to edit the title of a filter group:

1.Perform steps 1 and 2 in Editing a Filter Panel.

2.To edit the header title, click on it. The system displays the Condition Filter dialog box.

Condition Filter Dialog Box

3.Enter a new name in the Condition Name field.

4. (Optional) In the Condition Help field, enter information that displays as a tool tip.

5.Click Save.

6.Do the following to verify the new header title:

a.

Go to the Service Desk Console.

b.

Open the selected business object.

c.

Click Show Filters.

d.

Verify that the new header title displays.

e.

Hover over the header title to verify that the tool tip displays correctly.

Adding an Individual Filter to a Filter Group

Follow these steps to add an individual filter to a filter group.

1.Perform steps 1 and 2 in Editing a Filter Panel.

2.Click either Add filter criteria or Add another filter criteria. The system displays the Filter Criteria dialog box.

3. Enter the name of the individual filter in the Label field.

4. Select the type of control to use from the drop-down list in the Control field. Choose from None, Calendar, Checkbox, Pick List, or Textbox.

5. Add one or more expressions to your individual filter. The control type you chose in step 4 determines the content displayed in the Expression area. For example, if you selected Calendar, the system displays the following choices:

Filter Criteria

An individual filter can be a single search condition or a group of multiple search conditions. For example, an incident that is considered to be "open" can actually contain a number of different status settings such as logged and resolved. However, you can configure one individual filter to contain multiple parameters.  See the figure below.

Multiple Conditions

We recommend that you use a unique name for an individual filter if it contains multiple conditions.

6.To display an individual filter in a filter group in a filter panel, check Show by default. If you do not check Show by default, you must click more.... in the filter panel to display this individual filter.

7.Click Save.

Editing an Individual Filter in a Filter Group

1.Perform steps 1 and 2 in Editing a Filter Panel.

2.To edit the name or type of an individual filter, click Edit on the right-hand side.

3.To remove an individual filter, click Remove on the right-hand side.

Removing a Filter Group from a Filter Panel

Follow these steps to remove a filter group from a filter panel:

1.Perform steps 1 and 2 in Editing a Filter Panel.

2.Click the Remove filter icon to remove the filter group and all of the associated individual filters.

3.Click Yes in the confirmation dialog box.

4.Click Save.