Introduction
In the complex ecosystem of ServiceNow, efficiently managing Requests for IT Service Management (RITMs) is paramount. One common challenge users face is filtering RITMs by specific variables. Despite the platform’s extensive capabilities, the conventional method of displaying variables in the list view via personalization is often unavailable. In this guide, we’ll navigate through this hurdle step-by-step, empowering users to filter RITMs effortlessly by variables.
Identifying the Need
RITMs often involve numerous variables dictating their flow and resolution. Filtering by specific variables streamlines management and accelerates resolution. However, the option to display variables directly in the list view via personalization is unavailable.
Overcoming the Limitation
While personalization doesn’t offer direct variable display options, there’s an alternative route. ServiceNow’s advanced search and filter functionalities provide a solution. Users can leverage search queries to filter RITMs by variables, even without visible variables in the list view.
Specifying Filters
Users can specify filters by selecting variables. This process involves navigating to the list view and utilizing the search or advanced search options. Here, users input their criteria to generate a filtered list of RITMs.
Choosing Catalog Item, Variable, and Value
To specify filters, users select the catalog item, variable, and value they’re interested in. This step ensures precise filtering tailored to their requirements.
Filtering the List
Once the user specifies the catalog item, variable, and value, the list is filtered accordingly. Users can now view RITMs that meet their criteria, enhancing efficiency and focus in managing IT service requests.
Conclusion
Filtering RITMs by variables in ServiceNow may initially seem challenging due to the absence of visible variable options in the list view personalization. However, by leveraging advanced search queries and specifying filters based on catalog items, variables, and values, users can effortlessly filter RITMs to streamline management processes. This method not only overcomes the limitation of unavailable personalization options but also enhances productivity and effectiveness in handling IT service requests within ServiceNow.
