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What This Does

This guide explains how to use ITSM list and board views to manage operational work efficiently.

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Steps in List View

  1. Open ITSM.
  2. Choose the appropriate tab, such as:
    • Incidents
    • Change Requests
    • Service Requests
    • Enhancement Requests
  3. Use filters to narrow the results.
  4. Sort by severity, priority, status, date, or assignee.
  5. Open individual records from the list for detailed review.

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What List View Should Show

List views should use readable values instead of internal IDs. Examples:
  • Status should show the status name, not a numeric ID.
  • Priority should show the priority name, not a numeric ID.
  • Category should show the category name, not a numeric ID.
  • Severity should show the severity name, not a numeric ID.
  • User columns should show a readable user label, such as name or email, not only a database ID.
Long text columns, such as application description, should be constrained to a fixed width so one long value does not stretch the entire table.

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Change Request List Visibility

A change request should appear when the current user is the requestor, coordinator, approver, assignee, creator, or a member of the team assigned to the change. If a change request does not appear, check active organization, selected team, filters, and the user’s relationship to the record.

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Steps in Board View

  1. Open the ITSM kanban view if your workflow uses boards.
  2. Review work by status column.
  3. Open cards to inspect details.
  4. Move work between statuses if your permissions and workflow allow it.
  5. Confirm the update is reflected in detail view.

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Tips

  • Use list view for triage and bulk review.
  • Use board view for visual flow and status management.
  • Confirm whether the current ITSM item type is organization-scoped or team-scoped if expected records do not appear.
  • If a list is unexpectedly empty, clear filters before assuming records are missing.