• IT Professionals
• Service Desk Expresse Zone
• Basics
  • Developing And Maintaining Meaningful Records
  • Definitions
  • CCS Customer Service Standards
  • Roles and Reponsabilities
  • A Perspective of the Group Administrator
• Customers Requests
  • Introduction
  • A Perspective Of The Customer
• Incident Management
  • Introduction
  • The Lifecycle Of A Problem When the Problem Is First Reported By The Customer
  • The Lifecycle Of A Problem When the Problem Is Anticipated By The CCS Resource
  • Benefits of incident Management
• Getting Started
  • Client Workstation Requirements
  • Logging To BMC Servide Desk Express
  • Navigator Bar
  • Getting Help
• Working with QuickView and Dashboards
  • Quickview Explorer Window
  • Inserting Queries
  • General Information Tab On the Quickview wizard
  • Working With Dashboards
  • Dashboards
  • Creating New Queries Using The Quickviews Wizard
• Creating Queries Using SDE
  • Quickview Explorer Window
  • Working folders In Quickviews
  • Managing Queries within Quickview window
  • Creating New Queries Using The Quickviews Wizard
  • Exporting Data From Quickviews
• First Contact With The Customer
  • Introduction
  • When the Resource Becomes the First Contact
  • Entering INcidents To BMC Service Desk Express
  • Search Knowledge Base
• Inventory Management
  • Working With Inventory Items
• Managing Work Orders - Pilot
  • Creating a Work Order
  • Adding Work Order details
  • Creating a copy of a Work Order
  • Modifying Work Order information
  • Changing the status of a Work Order
  • Closing a Work Order
  • Reopening a Work Order
• Second Contact with Customer
  • Transferring An Incident To A CCS Resource
  • Managing SDE Incident Within Groups
  • Contacting The Cutomer
  • Adding Details To The Incident
  • Providing Status And Progress Of Incidents
  • SDE Escalation Schemes
• Closing the Incident
  • Providing A Fix To Customers
  • Providing Workarounds And Permanent Fixes To Customers
  • Constacting The Customer With A Permanent Fix
  • Re-Opening Incidents
• Collaborative Workspace
• Crisis Management
  • Introduction
  • Identification Of System Failure
  • Confirmation WIth Designated Groups
  • Communication To Clients
  • Using White Board for Recording A Disruption
• Preventive Maintenance
  • Creating A Preventive Work Order
• Reports
  • Viewing A Report
  • Navigating Within A Report
• Manual (.pdf)
• Creating Queries (.pdf)
• Glossary (.pdf)

Creating a Query Using SDE > Creating New Queries Using The Quickviews Wizard

 

 

Managing Queries within Quickview window

Inserting single query
Copying a query
To remove a query from a folder
To move a query to another folder
To delete a query from a folder

 

You can insert single or multiple queries in folders that you created.

Inserting single query

• Click QuickViews under the Incident Management header on the navigator bar. The QuickViews window appears.
• Select the query folder in the tree where you want to insert a query.

       Note: You can only insert queries in the My Query folder.

• Move your cursor over Manage Queries and select Insert existing query into this folder. The Available Queries window appears showing all default queries, queries you created, and queries shared by other users.
• Scroll the list, and double click the query you want to insert. The QuickViews wizard appears.
• Modify the query if you have permissions to do so. 
• Save the query.
• Click Save on the Available Queries window. The query is inserted in the location you selected.

Note: You cannot modify the predefined queries that are provided with the BMC Service Desk Express application.

Copying a query

Note: You can not copy predefined queries.

• Click QuickViews under the Incident Management header on the navigator bar. The QuickViews window appears.
• Select the query you want to copy.
• Move your cursor over Manage Queries and select Copy Query. The Query Name window appears.

• Type the name of the new query.
• Click OK. The QuickViews wizard appears.
• Modify the query using the QuickViews wizard and then click Save. The saved query appears in the same folder where you copied it from.

To remove a query from a folder

Note: You can only remove queries from the My Queries folder.

Important: When you remove a query from the folder, the query is still in the BMC Service Desk Express system. You must choose the delete option to permanently remove the query from the system.

• Click Quickviews under the Incident Management header on the navigator bar. The quickview window appears.
• Select the query you want to remove.
• Move your cursor over Manage Queries, and select Remove Query from Folder. A confirmation message appears.
• Click Yes to confirm.

To move a query to another folder

Note: You can only move a query to another folder within the My Queries folder.

• Click QuickViews under the Incident Management header on the navigator bar. The QuickViews window appears.
• Select the query you want to move.
• Move your cursor over Manage Queries, and select Remove Query from Folder. A confirmation message appears.
• Click Yes.
• Select the folder where you want to move the query.
• Move your cursor over Manage Queries, and select Insert existing query into this folder. The Available Queries window appears showing all default queries and any custom queries you created.
• Scroll the list and double-click the query you want to move.
• Click Save.

To delete a query from a folder

Note: You can only delete queries from the My Queries folder.

• Click QuickViews under the Incident Management header on the navigator bar. The QuickViews window appears.
• Select the query you want to delete.
• Move your cursor over Manage Queries, and select Delete Query from System. A confirmation message appears.
• Click Yes to confirm.

 

 

 

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