How to Customize a View
The Failed Service Requests view in System Center 2012 – Service Manager is in a sealed management pack. In this example, you will create a duplicate of this view, save it into an unsealed management pack, and then edit the new view by changing its name to New Failed Service Requests. You will finish this exercise by hiding the original Failed Service Requests view. As an administrator, you will still see the hidden view.
To customize a view
In the Service Manager console, click Work Items.
In the Work Items pane, expand Service Request Fulfillment.
Right-click Failed Service Requests, and then click Duplicate View.
In the Select management pack dialog box, accept the default management pack, Service Manager Service Request Configuration Library, and then click OK.
Right-click Failed Service Requests – Copy, and then click Edit View.
In the Edit Failed Service Requests – Copy Wizard, in Name, type a new name for this view. For example, type New Failed Service Requests, and then click OK.
Right-click Failed Service Requests, and then click Hide View.