The List views help get an overview and maintain all Changes in Freshservice. Freshservice offers the following features to the List view for Change Management.
Views
You are provided with a few default views.
New & My Open Changes: Lists all changes assigned to you with the status ‘Open’
Unassigned Changes: Lists all changes that are unassigned
Closed Changes: Changes that have been marked ‘Closed’
Changes Awaiting Release: Changes that are associated with releases yet to be pushed live.
Trash: All changes that have been deleted from your service desk
All Changes: All changes that have been created in the service desk
Changes I'm Watching: All changes to which you are added as a watcher and are monitoring (may be assigned to other agents)
In addition to these default views, you can create and access views customized to your preferences.
Creating a new view
Use filters to select conditions and drill down to the changes you want to access. When you apply filters, you are presented with an option to save the results as a new filter. Click the ✓ and save it as a new view. Add a name for the view you have created and select who gets to view the filter. Choose between limiting the filter to yourself, All agents, or Agents in select groups. Click the Save button to save your view.
Sorting
Organize ticket lists according to your preference. You can arrange the list of changes based on the field of your choice. You can also opt to arrange it in an ascending or descending order.
Note: The following fields are excluded and not sortable: State, Assigned To, Custom text fields, and Multi-select dropdown fields.
Optimizing the viewing experience
Configure records per page:
Customize the number of records displayed on a single page across all views. Choose from a minimum of 30 to a maximum of 100 records, allowing for a compact viewing experience.Add or Remove columns:
Click the
gear icon to add or remove columns from the list view. This helps you bring up fields of relevance to the fore and get better insights.Row Density:
You can switch between the default or compact views based on your preferences. The compact view displays more records on the screen and helps you skim through records without having to scroll further.
Basic Filters:
Filter your change data based on various parameters. Find options to filter your changes on the right sidebar. You may filter changes based on agents, groups, status, priority, etc.
Advanced Filters:
Advanced filters help you filter by field types and create an exclusion list and drill down your data further. The following filters are supported on advanced filters
Special Parameters Supported on Field Types:
Filter by field types now offers both 'includes' and 'excludes' options for specific fields like agents, status, etc, allowing you to create an exclusion list.Includes or excludes for ‘single or multi-select’ dropdown fields
‘Is’ the selected value for ‘checkbox’ fields
On/Between/In the last/In the next for date fields
Equals/Not equals/Greater than or Equal to/Lesser than or Equal to for Number/decimal fields
Is/Includes/Excludes for Dependent fields
Note: Selecting the “is” parameter will let agents add the next level of filters.Match All or Any Conditions:
Selecting either 'all' or 'any' filter conditions allowing for more control over your ticket lists.Association-Based Filters:
Use filters based on associations to filter tickets based on Requesters, Associated Assets, Service Items, and Impacted Services.
List of associated fields supported:Service Item: Item name, Item Category
Requester: Department, Location, Group, VIP
Associated Asset: Name, Type, Managed By, Managed By Group
Impacted Service: Name, Type, Managed By, Managed By Group
Note:
- Barring ‘Requester’, only one parameter can be chosen at a time for the rest of the associated fields.
- It takes 5-7 seconds for updated values to reflect in the list view.
- List view will be limited to a maximum of 10,000 changes. During export, each file will again allow a list of 10,000 changes and will be exported into multiple files.
