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Robin Tuckerman's avatar
Robin Tuckerman
New Contributor
7 years ago

Incident Dashboard - Customizing Columns by Incident Occurred

We have an Incident report which we view in the Dashboard mode and it has always sorted by Incident Occurred at date (newest to oldest).  With a recent product update it's changed and you can 'customize your columns' but the one option we want which is to sort by Incident Occurred at is NOT available to select - why is this one missing? It means the dashboard report can only now be  ordered by some other arbitary date like Due Date, Created or Last Updated which won't present them in the order that we want. 

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  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Robin Tuckerman  Try this:  go to Configure > Account-wide Settings > Labs > check mark Show more info on the incident dashboard

  • Robin Tuckerman's avatar
    Robin Tuckerman
    New Contributor
    7 years ago

    I have checked this specifically and this option is not available to select.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Robin Tuckerman  Check this process specifically to see if the option is there:

    1. Log into desk.gotoassist.com
    2. Select Incident > Dashboard
    3. Select Order by:  Date Occurred
  • Robin Tuckerman's avatar
    Robin Tuckerman
    New Contributor
    7 years ago

    Dissappointingly I still cannot see 'Date Occurred' under the gear wheel Customize your columns in Incident Dashboard. How do I activate this?

    Thanks

    Robin

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Robin Tuckerman  Order by: Date Occurred should be available again to sort your Incidents with.  Please let us know if you should see any new issues with this function.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Robin Tuckerman  We have a ticket up to investigate why this functionality changed, and will update the Community with the resolution soon.

     

    Thanks for bringing this up.

  • Robin Tuckerman's avatar
    Robin Tuckerman
    New Contributor
    7 years ago

    Sure there's a gear wheel - you can see it below - but it doesn't offer me 'Incident Occurred' date. I have had to select 'Created' date but this is not at all the same thing as the incidents could be created some days after they occurred...

    What I need is for 'Occurred' date to be added to the selection list under the gear wheel.

     

     

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Robin Tuckerman There should be a Gear icon where you can still create custom fields for your Dashboard.  If this is not there, it may also be turned off on the account:  Configure > Account Wide Settings > Labs:  Customize

     

  • Robin Tuckerman's avatar
    Robin Tuckerman
    New Contributor
    7 years ago

     

     

     

     

     

     

     

     

     

     

     

     

    "Created" date is already an option I can access but the one I really want is date "Occurred" which is not listed as an option.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    7 years ago

    Hi Robin Tuckerman ,

    What can happen sometimes is, those customized dashboard settings can be lost when cookies are cleared.  Have you tried clicking on the Gear icon in the dashboard to add Create Date as an option again?