Creating and Managing Queue Views

A queue view is a saved combination of columns, filters, and sorting. Instead of setting up the queue the same way every morning, you save that setup once, give it a name, and pick it from a list whenever you need it.

Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see List Views.
Agents with the Can save custom personal views permission can save their own views. Making a view available to your team requires a SysAid admin. See Managing Agent and Admin Permissions.

Most teams end up with several. The way you want the queue arranged for a morning triage pass is not the way you want it when you're reviewing everything breaching SLA this week, and neither is how you'd want it for a monthly report. Views let you switch between those instead of rebuilding each time.

Three different things are happening, and they have different requirements:

Using a view. Anyone working in the queue can select any view available to them: the views that come with Spaces, any view a SysAid Admin has made Public, and their own saved views. They can also filter and sort while they're in it, without changing anything for anyone else.
Saving a view. Requires the Can save custom personal views permission. Views you save this way are Private, meaning yours alone.
Sharing a view. Only a SysAid Admin can make a view Public. Until that happens, no one else sees it.

So a view being saved and a view being available to your team are two separate steps, and the second one isn't yours to take unless you're a SysAid Admin.

For the full list of permissions, see Managing Agent and Admin Permissions.

Selecting a view

The name of the current view appears above the queue. Click it to see everything available to you.

The list is searchable, which matters once an account has accumulated a few, and Private views are grouped separately from shared ones.

Within each group, the most recently modified view appears first in the list, rather than in alphabetical order. Renaming a view, changing its filters or its columns, and switching it between Private and Public all count as modifying it, so any of those moves the view to the top of its group.

All Active Service Records and Archive are pinned, so they stay in place regardless of when they were last modified.

Setting your default

The queue opens with the same view every time. To change which one, open the 3-dot menu beside the view name and select Set As Default.

The views that come with Spaces

Every account starts with two views:

All Active Service Records shows every service record whose status class is Open. This is your default until you set a different one.
Archive shows archived records. Archiving happens on the record itself, not from the queue. See Archiving a Service Record.

Creating a view

A view saves whatever the queue currently looks like, so you build it by setting up the queue and then saving it. Save only appears once you've changed something, so there's nothing to save until you've adjusted the queue.

Set up the queue the way you want it: add and reorder columns, apply filters, and sort. See Configuring Queue Columns and Filtering and Sorting the Queue.
Click the arrow beside Save and select Save as.
Enter a name of up to 250 characters. The field is prefilled with the current view's name followed by "- copy", so replace it with something you'll recognize later.
Leave the view Private, or select Public if you're a SysAid admin and want your team to use it.
Click Save.

Save as leaves the view you were in untouched. If you want to change the view you're already using rather than create a new one, use Save instead.

Save as and View Details open the same form, so check the title at the top to see which one you're in. Save View As creates a new view, while View Details edits the one you're already using.

Adjusting a view without changing it

You can filter and sort while using any view, including a Public one you didn't create. Those adjustments apply only to your own screen and only while you're there. Nothing is saved, and nobody else sees a difference.

This is worth knowing because it means you can reshape a shared view to answer a question without worrying about disturbing it for your team.

To undo your adjustments and put the view back the way it was, click the arrow beside the view name. Its tooltip reads Reset.

Saving changes to a view

To make an adjustment stick, click Save while the view is selected. The changes become part of that view.

If you'd rather leave the original alone, use Save as to store your version as a new view instead.

Renaming a view or changing who sees it

Open the 3-dot menu beside the view name and select View Details.

From there, you can rename the view, using the same 250-character limit. If you're a SysAid admin, this is also where you switch a view between Private and Public.

Deleting a view

Open the 3-dot menu beside the view name and select Delete.

Please note:
A deleted view cannot be recovered. If the view was Public, it disappears for everyone using it, not just for you.

All Active Service Records and Archive views cannot be deleted.

Next steps

Service Record Queue - what the queue is and how it's laid out
Working with the Service Record Queue - opening, creating, editing, and acting on service records
Filtering and Sorting the Queue - narrowing the queue and ordering it
Configuring Queue Columns - choosing which fields the queue displays

Documentation Index