Set up filtered lists to group records that help agents do their work more efficiently. Example groupings are Active Cases, My Cases, and All cases.

Before you begin

Before you can create a filtered list you must Create a list category for the filtered list to go under.

Role required: admin

Note: The Role required value in the video says workplace_list_admin but the correct role is workspace_list_admin.

About this task

List filters display a subset of the records in a table. For example, in the Incident category, a filtered list might only display the records in the Incident table that have the status open. You might call that filtered list, Open Incidents.

List filters, as shown in the following image, appear as subsections under list categories in the list pane. When clicked, list categories do not display lists of records, but list filters do. Set up list filters that agents need to do their work. For example, you can set up list filters for Open Incidents, High Priority Incidents, and My Incidents.

BeforeQuery business rules that apply additional conditions will not appear in the condition builder.

Filtered Lists

Procedure

  1. In your workspace, click your profile image and on the Settings menu, select Configure Workspace.
    Configure Workspace
  2. On the Workspace Lists tab, click New.
    Note: If you don't see the New button, click the cog icon (Cog icon) and then select Developer > Agent Workspace.
  3. On the form, fill in the fields.
    Table 1. List filter form
    FieldDescription
    List name Name for the list filter that appears in the list pane. Choose one or two words that agents can easily understand, for example, Open incidents.
    Category Category that a list filter appears under in the list pane. The category must already exist.
    Table Table that you want to retrieve records from. For example, a list filter about open incidents should retrieve records from the incidents table.
    Workspace Workspace that the list filter appears in.
    Conditions Restrictions that apply to the list of records that appear with this list filter. For example, Active is true means inactive records do not appear. For more information on creating a filter, see Create a filter.
    Columns Columns that appear in the filtered list.
    Groups List of users who can view the list. Add any group to limit the list access to just that group. For example, you might add Customer Service Support. You can add more than one group to the list. If you do not add a group, any user who can access Workspace can access the list.
    Roles Roles that can view this list filter. Remove clutter from agents' workspaces if they don't need this list filter. If you don't add a role, this list filter appears for all agents.
    Application Scope that the filter applies to. Global means that you can use this filter for all applications.
    Order Order in which the list filter appears under the list category in the list pane in Workspace. Lower numbers appear above list filters with lower numbers. For example, a list filter with an order of 100 appears above a list filter with 200 under a list category.
    Note: Changing the order on the sys_aw_list table will also change the order in Workspace.
    Active Toggle to make the list filter appear or disappear in the list pane.
    For example, the following filtered list, named Open, displays only active incidents.
    Figure 1. Filter list form example
    Filter List example
  4. Click Submit.
    The list filter appears in the list pane under the category that you specified. Using the example in the previous step, the list filter, Open, appears under the Incidents list category.
    Figure 2. New list filter displays under a category
    My new list filter
  5. To see your filtered lists:
    1. Under your profile picture, click Configure Workspace.
      Configure workspace
    2. Click the Workspace Lists tab.

What to do next