.Views vU17

A ticket view is a customized table containing tickets that is intended to help you and your agents easily segment, find, track, prioritize, or manage tickets without the need for a manual search. You can define a ticket view based on the properties of a ticket and provide access permissions to the users to view and modify the ticket.

Types of Ticket Views

The following describes the types of ticket views:

• Dashboard: Ticket views of this type appear as options in the Select a predefined view field in a ticket dashboard window.
• List: Ticket views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you click Ticketing > Tickets on the Configure tab.
  For agents and agent teams, ticket views appear as options in the Select a predefined view field in the ticket list section on their Agent Desktops.

Creating and Designing a Ticket View

To create and design a ticket view:

1. On the Views tab, click New.
   The New Search View window appears.

2. Specify values in the following fields, and then click Save:

   • Name: Identifies the view.
   • Description: Provides a description of the view. This field is optional.
     The ticket view is created and appears in the Design tab to enable you to design the view.

3. Double-click and open the view you just created.

4. On the Design tab, specify values in the fields.
   

   For information about the fields, see the Subtabs Used When Designing a View topic in the Product Documentation Library.

5. Click Save.
   The design of the ticket view is saved.
   

   In the Ticketing Config window, on the Views tab, you can:

   • Preview a ticket view by double-clicking the row displaying the view and then clicking the Preview tab.
   • Modify, copy, or delete a ticket view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
   • Modify the design of a ticket view by double-clicking the row displaying the view.
   • View a summary of all changes made to a ticket view by double-clicking the row displaying the view and then clicking the Change History tab.
   • Filter the ticket views by entering in the Filter box the text based on which you want to filter the views.

Managing a View

You can view your tickets by specifying the criteria in the Filter Criteria tab. By default, the Filter Criteria tab consists of a few fields. You can specify your choices in the fields and save the changes. For more information on managing a view, see Managing a View and for additional information on using the Filter Criteria, see Advanced Filter Criteria.