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Dashboards allow you to view account activity at a glance and quickly find records and reports. Each type of record (e.g., incident, problem, change, release, knowledge, message) has its own dashboard.
The Service Desk web application features separate dashboards for incidents, problems, changes, releases, knowledge articles and messages.
Aside from the Overview dashboard, each record's dashboard consists of 3 sections:
(a) My Open Records – View and access a list of all unresolved incidents, problems, etc. assigned to you; use the Order by drop-down menu to sort the list. You can select "Show watchlist" to also view items for which you are on the watchlist (but not the assignee).
(b) Filter – Use the drop-down menus to filter the list by assignee and/or status.
(c) Dashboard Queue – Any reports that have been added to the dashboard queue are displayed here.
Dashboard queues provide an at-a-glance view of reports listed in a condensed view with a count of all the open records, allowing you to quickly and easily access reports. You can add any custom or shared report to their dashboard queue. Essentially, they are just saved reports that have been set to display on your Dashboard.
Note: Each dashboard (i.e., incident, problem, change, release, knowledge, message) has its own dashboard queue.
Note: Adding a report to your dashboard queues while in global view will add it to your global view dashboards only.
- Add a new report – Create a new report and be sure to select the "Save Report" and "Add to Dashboard Queues" check boxes before clicking Save Report.
Note: Administrators must first enable this feature by going to Configure > Account-Wide Settings > Labs and enabling the "Customize your dashboard" check box.