How To Set Your Personal Filter To View Tickets Submitted To the ServiceDesk at NBCC

in this video we're going to look at how you can set your filtering in nbcc's new service desk so if you're an agent and you're in and you're looking at your tickets how you filter the tickets is very important because obviously you don't want to miss any tickets so the filtering is done over here you can see so how I get to my tickets is on the LEF hand side of the screen here you can see my tickets I go under my tickets list and for me right now it's only showing virgin and high priority ticket so what you can do is there's the three little lines right right here so this can allow you to go in and see the other options that are in here so you can go on and change your filtering at any time and go in so in this example for example I'm in the um I'm in the it workspace right here so I'm in and I'm seeing um the tickets in here and so when you go to set your filters you want to make sure that you go over the filtering here and you can set your own options so right now um I'm in the workspace it and it's only showing me incident so I'm not seeing those service requests that come in so you know you're going to want to check off uh all the types that you want to see and I do recommend you know when you select your workspace to have those selected there um the agents you can leave that blank if you want to um otherwise you could select your own name but you would only see the tickets that are assigned to you so I would just kind of leave leave that the requesters here the the other important ones are the groups right here so I would change this to you know the my group so the groups that you're a part of uh created and plan start end time you can kind of leave that as it is um du buy uh there's some options there but I would leave that as it is uh the status rate here now this is very very important um the status of the ticket so if I chose you know all Open tickets right here it's only going to show me the tickets that are open so over here on the side you can see open close pending I would see none of the pending or you know Clos resolved I would only see open so my recommendation is so you don't miss any tickets that you choose uh open you choose pending you choose pending service provider so if you know you're waiting on information from a service provider and a tickets in that state you can go on and select those so what I'm going to do is I'm going to choose you know all of those and if you do want to see the resolve ones as well you can you can choose those under the status right here and then priority level if you don't select any of these it's going to show you all of them so um yeah so you want to either you know select the ones you want to see or you know don't select any of them and um and you'll see same with urgency and impact uh there's the source option right here but I do recommend leaving that blank so it selects all sources as well um the incident type date and time so the important ones uh that I see are the status so you want to make sure you have the statuses uh set and um the other one is groups you want to choose my groups and then the workspace you want the proper workspace and then select the on here so now what you're going to do is you're going to press apply filters and then it's going to show you those so it changes that filtering for me I'm seeing all the it ones right here that are resolved pending or open and um and and so now if I want to save this uh view what I can do is up here on the top there's it incidents here for example I can click so I'm just going to do that again there's like a little check mark with two dots save as so if I save this and I can call this um you know I already have a view but I can call this Kevin second View and so what I want to do after I do that is visible to myself I just want it to myself not agents the it workspace not agents in group this is just my view so I'm going to save that so what the saving these different views and you can set different views if you'd like and what you can do is under here the tickets list you can click on it and you can see there's Kevin's second view right here and so beside that there's a little star so what you can do is you click on that star and it's going to favorite these views so the really great thing about this is is I can click on the option and then change my filtering so I can go from one view to the other pretty quickly and it's going to show me those tickets so this is a great way to um set your view up so that you don't miss any tickets so thanks for watching