Novell Doc: Administration Guide - List View Options for all Request Types

1.58 List View Options for all Request Types

The List View options are derived from the database fields and can be customized by selecting within the My Tasks Home tab, Service Request, Incident or Problems screens within the Operations tab and the Change tab list view.

The options within the Home, Operations and Change tabs are detailed in the following table:

	Description
# Attachments	Displays the total number of Attachments assigned to the request.
# Notes	Displays the total number of Notes assigned to the request.
% SLA Remaining	Displays the percentage of time available before the SLA expires.
Classification	Shows the Classification assigned to the request.
Client Room	Displays the Room where the Customer can be located.
Close Date	Specifies when the request was moved first moved into an Exit State of the Workflow.
Created	The date when the request was first logged with the system.
Customer	The name of the person for whom the request was logged in the system.
Customer Item	The identification number of the Configuration Item associated with the Customer. (This is especially relevant when Item Shadowing is enabled for the Customer Portal and a request is logged against an Item that is different to the Customer's Item.)
Customer Item Type	The Item Type associated with the Customer Item.
Customer Solution	Shows the Customer Note when they use the Close option on the Customer Portal.
Description	Displays the initial information logged for the Customer's request.
Due Date	Typically based in the SLA and Priority assigned to the request, but in some cases may be manually overwritten.
Escalation	is visible when the Escalation option is On for the request.
Group	Displays the Group identification number, if the request is assigned to a request group.
IP	Shows the ITIL process that the request belongs to: Incident Management; Problem Management; Change Management; Request Fulfillment
Identifier	Shows the Identifier field information of the Item assigned to the request.
Impact	Shows the Impact associated with the request. This is usually derived from the Criticality of the Item, but can be adjusted manually on a request.
Item	Shows the identifying number of the Item assigned to the request.
Item Category	Shows the Category name of the Item assigned to the request.
Item Criticality	States the Criticality of the Item as defined in the CMDB.
Item Room	Displays the Room details to which the Item is assigned.
Item Status	Displays the stage of the Item Lifecycle that the Item is assigned.
Item Type	Shows the Type name of the Item assigned to the request.
Last Action	Details the date that action was last recorded against the request.
Layer	Details the Escalation Layer/level or work group assigned to the request.
Logged Time (mins)	Shows the total time recorded against the request.
Logged by	Shows the name of the person logged the request with the system.
New Note	is visible when a new Note is added to a request and has not been opened by the assigned Technician.
New Task	is displayed when a new request is added to the List View.
Number of Affected Users	Displays the number of Customers associated with the Item assigned to the request.
Open Date	Details the date the request was first logged in the system.
Open Time	Details the time the request was first logged in the system.
Org. Unit	The name of the Organizational Unit to which the Customer is assigned.
Priority	Shows the Priority setting for the request.
Request#	The identifying number for the request.
Restore Date	Shows the date the request was moved into a Workflow State where the SLA Restoration option is set to Yes.
SLA	Displays the Service Level Agreement assigned to the request.
Source	Displays if the request was created via Email, Portal, Widget, Phone (Technician) or Web Service.
Status	Shows the stage of the request Workflow that the request is assigned.
Subject	Shows content entered in the Subject field of a request. Usually derived for the Subject line of requests created via email, if not populated manually.
Team	Shows the Team assigned to the request.
Technician	Displays the name of the Technicians assigned to the request.
Urgency	Shows the Urgency associated with the request.
Warning Sent	is visible if an SLA Warning has been sent to the Technician assigned to the request.
Workflow	Details the Workflow assigned to the request.

If Custom Fields have been enabled for a Request Type in Admin>Setup>Custom Fields, they will also be available in the Views Editor drop-down list options.