Manage Service Desk Intelligence

View

You can view the list of configured Service Desk Intelligence for Incident Management using the following options:

• Filters
• Search
• Edit

To view the list of configured Service Desk Intelligence values, perform the following steps:

1. Navigate to Design Studio > Select Application > Service Management > Select Module > Incident Mangement > Configurations > AIML > ServiceDesk Intelligence.
   
   

The ServiceDesk Intelligence list page is displayed. A sample screenshot is shown below:

Figure: List Page - Filters, Grid, Search, Export to Excel

 The above page displays the configured Service Desk Intelligence based on Tenants. 

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can now focus on relevant data and quickly identify the information required, leading to improved data organization and clarity.

You can apply the individual filters on all the columns. Also, you can arrange the rows in ascending order or descending order.

Add Filter

You can add new filters as per your requirement with available options of fields and operators. You can also delete any specific filter using delete icon if not required any more. 

To add filter, perform the following steps:

1. Click Filters icon. The following page pop up is displayed.
   Figure: Filters
    
2.  Click Add Filter. The following screenshot is displayed:
   Figure: Add Filter

Advanced Filter

The Advanced filters allows you to define filter conditions at more granular level with additional filter options.

1. Click Advanced Filter icon to add advanced filters. A sample screenshot is shown below:
   Figure: Advanced Filter
   
   
2. Click Add Filter Set. A sample screenshot is shown below:
   Figure: Advance Filter - Conditions

The following table describes the fields and description of Advance Filter pop-up.

Field Name	Description
General
Field	Select the field from the available list of options.
Operator	Specify the operator for the condition. Available options are as follows: Is  Contains Equals Does not contain Not Equals (!=)
Value	Specify the field value for the selected operator.
	Click Delete icon to delete any filter conditions.
	Click Add icon to add one more row to add filter conditions.
Clear All	Click Clear All to remove all filter conditions.
Cancel	Click Cancel to remove a specific filter condition.
Apply	Click Apply to remove apply a specific filter condition.

The applied filter count is displayed on the top along with the filter icon. It will provide a quick reference to the applied filters. A sample screenshot is shown below:

Figure: Filters Count

You can apply filters on individual columns as well as per your requirements.

To apply filters on all the columns as well as on individual columns, perform the following steps:

1. On the ServiceDesk Intelligence list page, click Filters icon on the top left corner just above the list of forms.Figure: Filters
    
2. Specify the filter criteria based on your requirements. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
    
3. Select the option to compare the data based on the conditions. Available options are as follows:
   • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     
     
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
4. You can click Clear to clear the configured filter and click Apply to set the filter condition.

Search

The Search function enables you to search the configured Service Desk Intelligence. You can click the search icon and type the value(s) which you want to search.
Figure: Search

The application displays the result in the result section for the typed value(s). Click X (close icon) to clear the searched criteria entered.

Edit

The edit Service Desk Intelligence value(s) enables you to edit/reset configured details based on the requirement.

To edit Service Desk Intelligence value(s) details, perform the following steps:

1. Navigate to Design Studio, and select the required application. Select Incident Management from the module.
   
   
2. Navigate to Configurations > AIML > ServiceDesk Intelligence. The ServiceDesk Intelligence list page along with the details of value(s) is displayed. Click the Auto ID hyperlink to view the configured details for the Incident Management.
   Figure: ServiceDesk Intelligence Details page
    
3.  Edit the required details of the form and click Reset/Submit to save the modified changes.