ServiceNow: Use and Customize List Views

ServiceNow has several list views for its various applications, eg Incident, Request, Knowledge, etc. For example, the Incident application has list views for Assigned to me and Open - Unassigned, and for some users All. These pre-configured lists can be filtered to show you exactly what you want. They can even be exported into different formats such as Excel or PDF.

This article outlines how to get a list of all items in a particular application (eg Incident, Request, etc.) and modify the list to get just the information you want.

Seeing a list of all items

  • Click All in the appropriate application in the left navigation pane (e.g., Incident, Request, etc.).
    Left navigation pane with All option in Incident application highlighted.
  • If you do not have All as an option, open any other list, and click All next to the Show/hide filter button.
    Incident list with All link highlighted.

Displaying additional fields

  1. Open a list of items (Incident, Request, etc.).
  2. Click the Update Personalize List button The Update Personalize List button.
  3. Add items from the Available options on the left.
    • Some commonly used items are Service Offering, Opened by, and Assigned to.
  4. Order columns as desired.
  5. Click OK.

Sorting items

  1. Open a list of items (Incident, Request, etc.).
  2. Click the field heading you want to sort.
    List of incident tickets with Number field heading highlighted.
  3. To reverse sort, click the field heading again.

Filtering a list

  1. Go to the desired list view and click the Show/hide filter button The Show/Hide Filter button.
  2. Remove existing filters by clicking the Delete button The Delete Button to the right of each filter, if desired.
  3. To search for Incident tickets assigned to services you work on:
    1. Select Service Offering from the -- choose field -- menu
    2. Select is from the operator menu
    3. Start to type the appropriate Service Offering into the field, and select it from the list.
    4. Click Or to add additional Service Offerings, if desired.
    5. Click Run.
  4. Note: If you want to have the filter available for later use, you can save it.

Saving a custom filter

  1. Once you have created and run a filter, re-open the filter area by clicking Show/hide filter buttonThe Show/Hide Filter button.
  2. Click Save... the Save as field appears.
  3. Type a descriptive name for your filter in the Save as field.
  4. Click Save to the right of the Group radio button.

Running a custom filter

  1. Open the list of items that contain the filter (Incident, Request, etc.).
  2. Click Incidents (Requests, etc).
    Incident list with Incidents link highlighted.
  3. Select Filters, then the name of your filter.

Exporting a list view

  1. Click the three-line menu button next to a column (or right-click between columns) of the report.
    • It does not matter which column you choose in a list report. All columns will be exported.
  2. Select Export.
  3. Select desired report output type.
    The Cascading menu with Export highlighted and export options showing in a secondary menu
  4. Click Download after the data export finishes to download the file.