• 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 > Working with Folders in Quickview

 

Quickview Explorer Window

The BMC Service Desk Express application provides the following folders in QuickViews:   

• Predefined Queries:

When you expand this folder, you will see a set of sub-folders. Each sub-folder includes a set of queries that are provided out of the box.

• My Queries:

When you expand this folder, you will see all the available queries that you created. Use the minus (-) or plus (+) signs to expand or collapse the list as required. When you create your own queries, it will appear in the specific folder where you save it.

You can also perform the following tasks from QuickViews Explorer:

• Manage your folders:

You can create, insert, edit, and delete new folders.

• Create and manage queries:

You can create a new query using the QuickViews wizard, modify an existing query, delete queries, and copy queries.

• Expand and collapse the QuickView optional filter:

Use the Expand and Collapse arrows to hide the QuickView selection list, filter criteria and output type options. This allows you to maximize screen output for data.

Viewing Query Results Using Quickviews Explorer

You can see the results of your query in a tabular format, calendar view, or chart view from the QuickViews console.

i.e.: To view incidents assigned to your group in a chart format…

• From Incident Management, click on QuickViews.
• In the Predefined Query list, click on Incidents and select Incidents assigned to members of my group.
• By default this query result will come into view in a table format.
• To view the query result in a chart format, click on Chart.

 

 

 

 

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