Custom Incident filters in ServiceNow

A knowledge base article about Custom Incident filters in ServiceNow provided by the UC Berkeley IT Service Hub - Knowledge Portal

To create your own custom filter of Incidents in ServiceNow:

  1. From the left Navigation bar (aka Application Navigator), select "Incidents" under "Self Service". (Or - as relevant, and if your ServiceNow role permits - select "Incidents" under "Service Desk".)
  2. Click the Filter icon.
  3. Edit the filter's conditions (criteria).
  4. Click the "Run" button to run the filter.
  5. Repeat steps 3 and 4 as many times as needed, until the filter is working as you expect.
  6. Click the "Save Filter" button.
  7. In the "Save Filter" dialog which appears, enter a name in the "Filter Name" field and click "Submit".
To make that newly-created, custom filter accessible to you as a Favorite:
  1. From the left Navigation bar, select "My Filters" under "Self Service". (Alternately, within the "Filter Navigator" search box at upper left, enter "My Filters" and press Return.)
  2. In the left Navigation bar, click "My Filters".
  3. Scroll through the list of your filters until you see your custom filter appear. Its name will be displayed in the "Title" column.
  4. Click the button at the bottom of the Navigation bar (the one that looks like a Play button). This will compress the Navigation bar.
  5. Click the title of your filter, drag it into the compressed Navigation bar, and release the mouse or trackpad button.
  6. Click the button at the bottom of the Navigation bar once again. This will expand the Navigation bar.
To work with your custom filter:
  1. To view the custom filter, click the Favorites (Star) icon at the top of the Navigation bar. This will display your custom filter's name, as well as the names of any other items that were previously marked as Favorites.
  2. Click the name of the custom filter to run that filter, thus applying its filter conditions to the list of Incidents in ServiceNow.
Note: After you have first created a custom filter and marked it as a Favorite, clicking its name may instead display an Edit view on the filter, rather than actually running the filter. There may be a modest delay imposed by the ServiceNow system before you'll be able to run your new custom filter by clicking its name, within your list of Favorites.
 
For more information on using and managing your Favorites, including custom filters and other types of items, please see the ServiceNow documentation, Use Favorites in UI16 and Edit favorites in the UI16 application navigator.