Documentation forSolarWinds Service Desk

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Introduction

As you get to know your SWSD, you will become familiar with which features you use most frequently and which views are most important for you to access easily. Based on the information gained, you can filter, edit, and customize the index pages throughout SWSD to best meet your needs.

SolarWinds recommends that you first understand your dashboard and how to navigate from it. All index pages behave similarly. In the example below we will use the All Incidents index page, but any action you can perform on that page can also be performed on other index pages.

Navigation

Dashboard > Service Desk.

Example: All Incidents

From your dashboard, navigate to Service Desk > Incidents. Notice that in the upper left you can see the title of the table, in this case, All Incidents.

Filter options

By clicking the down arrow to the right of the title, you can filter the contents of the page by using options shown in the dropdown menu. The list of options changes when you select a different module from the Service Desk menu. Some examples include: Problems, Changes, Change Catalog, Releases, Solutions, Service Catalog, Users, and CMDB.

The dropdown menu is composed of a collection of out-of-the-box and saved views previously defined by the user.

Ellipsis options

The ellipsis lets you edit some elements of the view, for example, you can:

  • Edit. You can filter data, add/remove columns, and sort data results.
  • Rename. You can rename a view you have created.
  • Share.
    • As soon as you select Share a new window appears that allows you and your team to save and share custom views of different index pages across the SolarWinds Service Desk platform. For example:
      • All New incidents
      • All missed SLAs
      • All incidents due next week
    • Only the creator of the view can share it with others.
    • Anyone who receive the new view via sharing will have view only permissions.
    • Only the creator can edit the view and save changes for all users who have access to the shared view.
  • Save changes.
  • Save as New.
  • Set as Default.
  • Delete view.
If you see an option in the dropdown menu and it is greyed out, this option is not available to you based on the edits or changes you have made. For example, if Save Changes is greyed out, you have not made any changes that can be saved.

Edit view options

If you click the blue Edit View directly below the title, a new pane appears on the left.

The new pane contains three tabs:

  • Filter. Use the dropdown menu to filter via specific attributes related to the data you are viewing. For example, for incidents you can filter by many attribute, for example, approval, assigned to, breach date, category, and closed by. You can also add more attributes that will assist you in filtering to best meet your needs.
  • Columns. Select the columns for your index page and the order in which you would like them to appear. As soon as you select or deselect a column title, the contents of the view is modified.
  • Sorting. Sort by options in the dropdown menu an/ or set a sorting direction (ascending or descending order).

After making your selections in each of the Filter, Column, and/or Sorting fields, click Apply to see the new view.

The title of the Incidents index page changes to All Incidents (Edited).

After you click Apply the new view appears but it is not yet saved. If you wish to keep the new view, click Save and create a name for it.

Icon options

Using the icons to the rights of the title, you can search, add, and perform actions specific to the index page you are viewing.

Some action options and export options are not available on all index pages.

Search lets you search the index page(s) for a specific entry.

Add lets you add a new entry to the list of items on the index page.

Actions provides a dropdown list where you can select:

  • Update
  • Export
    • CSV- All columns
    • CSV - Current view
    • XML
    • PDF
    • Print
    • RSS

Help reveals additional information and sometimes a tutorial.

Column order

Directly from any index page, you can drag and drop a column by clicking the column name and sorting the composition of your table.

Whether you edit via the blue Edit View feature or drag-and-drop directly from within your table, you will see the word Edited next to the index page name.

You must save these changes or they will be lost after you leave the view or the page.

View details

From any index page you can click an entry on the page to see details of that entry. For example, on the Incidents index page you can the blue hyperlinked entry in the Title column, and a new screen containing details about that incident display. Based on the type of object you are viewing, additional action options are available.