• IT Professionals
• Service Desk Express 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)

 

Working With Quickview And Dashboards

Creating New Queries Using The Quickviews Wizard

Note: For assistance in creating or adding a new query you may place a request with the CCS manager.

 

General Information Tab

You can provide details about your query such as the query name or description, using the General Information tab in the QuickView wizard.

To Add  A New Query

 

1. Click QuickViews under the Incident Management header on the navigator bar. The QuickViews window appears.
2. Select a folder from the left pane of the QuickViews wizard and then move your cursor over Manage Queries, and select Create New Query in this Folder.

              The Step 1: General Information window appears.

Important: The Add New Query command under Manage Queries is only available if your focus is on one of the query folders in the left pane.

Note: There are two ways to navigate through the QuickViews wizard: click Next and Previous at the bottom of each window or click the steps in the navigator bar to move from one step to the next. The information in this section is based on clicking steps in the navigator bar.

 

1. Enter basic information
2. To define a query for multiple modules, click Advanced. The General Information window appears with options to select multiple modules against which you can run your query.
3. Select multiple modules to monitor the query results from the different modules. This is optional.
4. Fill in additional information about the query.

 

Output Tab

The Output tab provides information about the available fields from one or multiple modules you selected to build your query.

 

Using the Output tab

 

• Complete the General Information tab.
• Click Step 2: Output on the QuickViews wizard. The Output window appears.

 

• Complete the following steps:
• Available Display field: Select the fields you want to display in your output. This is true for  single modules only
• Selected Display field: Click the right-arrow button to move selected fields from the Available Display Fields to the Selected Display Fields. These fields display from left to right in the output table in the order they are selected. You can use the up and down arrows to change the order of the fields.

T

The Output Table provides a visual representation of the final output results.

 

• To change the Display Name of a field in the Output table.
  
• In the Display Name field, enter a new name to change the default field name,
• If you selected multiple modules, you will see the following window:

 

• To move a column to the left or right, select the column and then click Move Left or Move Right
  Note: You can do so only if you are working with more than one module.
  
• To insert a new column or remove an existing column, click Insert Column or Remove Column respectively.
  Note: You can do so only if you are working with more than one module
  
• To move a row up or down, select Move Up or Move Down respectively

 

Conditions Tab

 

The Conditions tab provides information about the conditions you will define to build your query and also defines the set of conditions or criteria that must be satisfied before you can filter a record against the query.

To specify the conditions of your query

 

• Complete the Output tab.
• Click on Step 3: Conditions. The Conditions window will appear

 

• Click New Condition to add a condition to your query.
  • From the Field list, select the field that you want to include in your condition.
  • From the Conditional Operator list, select the operator you want to use to compare the value in the Field drop-down list and the Values box.
  • Select the Prompt At Runtime check box to prompt for the value that you want to use in the Value box at run time.
  • In the Values box, type the value you want to use to compare the value in the Field drop-down list with using the conditional operator.
    

    Note: If you select the Prompt At Runtime check box, the Values box is replaced by the Label box. In this case, type the label in the Label box for the Value box that appears at run time.

• In the Logical Operator drop-down list, select the logical operator you want to use to join multiple conditional expressions.
  Note: The logical operator is enabled when you have multiple conditions.
• Click the Advanced button to provide complex expressions for your query.
• From the Field list, select a field and click Paste to add it to the Expression builder box.
  Note: If the Enable option is selected in the Scripting section of your Internet browser security settings, you will get a confirmation message asking whether you want to paste information from your clipboard. Click Yes.

 

• From the Operators and Functions list, select a function for your expression and click Paste to add it to the Expression builder box.
• Fill in additional information about the query.

Formatting Tab

 

The Formatting tab allows you to specify the format for your query. This tab contains the Table view, the Calendar view, and the Chart view.

To specify the formatting options

• Complete the Conditions tab.
• Click Next to move to Step 4: Formatting. The Formatting window appears with the Table tab as the active tab

 

Note:  Each column in the Table tab corresponds to the properties of each output field.

 

• Enter the following information in the Table tab:
• Specify the column width for the output format of the query for each field that you selected.
• Select the Enable wrapping check box to make the text wrap into multiple lines.
• To change the sort order, use the following steps:
• From the Sort Order list, select the order you want to sort the output.
• In Sort Direction, select ascending or descending
• Click Advanced on the Table tab to specify additional formatting options. You can specify the formatting for multiple modules that you selected.
• Select the field for which you want to specify the display settings.
• From the Operator list, select the operator.
• In the Value field, specify a value for the query output format.
• Click the Background color icon to select the background color for your query that will appear in the calendar cell.
• Click the Text color icon to select the text color or your query that will appear in the calendar cell.
• From the Text Attribute section, select Bold, Italic, Blink, or all three options for your query that will appear in the calendar cell.
• Click the Calendar tab.
• Select Show on Calendar to specify if the date and time field that you have chosen in Step 2: Output is used in the calendar view.
• From the Display drop-down list, select a field that will be visible in the Calendar cell.
• In the Color Code list, specify a background color for the calendar cell.
• In the Symbol Code field, specify a symbol for 508 compatibility, for example, O for Open date.
• Click the Chart tab to configure the settings related to the chart view of the query.
• In the Chart Display Settings section, enter the following information:
• Chart Field—Select the field that will be used as the grouping field on your chart.
• Chart Type—Select the type of chart that you want to appear for your query results.
• Value Type—Select the value that you want to appear for the query, for example, numeric value.
• In the Sorting section, enter the sort order of your query results.
• In the Limit Lines section, enter the following information:
• Upper—Select the upper limit for your chart values
• Lower—Select the lower limit for your chart values

 

Preview Tab

The Preview tab allows you to view the query you created. You can go back and modify your query at this stage.

To preview a query

• Click Step 5: Preview. The Preview window appears.

 

• Review the output fields including the overall look and feel of the results for your query.
• If you want to make a change, you can go back to any step on the navigator bar of the QuickView wizard and modify the output information for your query.

Fill in additional information about the query.


Launch Tab

You can specify the form that will be used to launch the results of the query.

• Click Step 6: Launch.

• For each module you selected, specify the form to use for your query.
• Review the query name, conditions, output, and sort order information for your query.

 

Review and Save Tab

 

• Save the Query.

• Click Step 7: Review/Save. The QuickViews window shows the query you just added.

 

You have finished creating a query using the QuickViews wizard.

 

Exporting Data From Quickviews

You can export the results of your query to an Excel, Word, or any other application. You can then modify the data in the specific application.

To export your query results

• From the QuickViews Explorer, select the query that you want to print.
• Click the Print Preview icon. The QuickViews Print Preview window appears.
• Select either All Query results or Details of selected tickets. Click Ok.

 

• Right-click on the Print Preview window and choose Select All.
• Right-click and select Copy.
• Open the application to which you want to export the data, for example, Microsoft Excel.
• Select Edit > Paste to paste the data into the selected application.
• Click Save.

 

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