Assigning layout types to records

If the administrator has enabled the Multiple Layout Types feature for your profile, you can assign the required layout type to incidents, tasks, and change requests and view the records in the desired format. You can also change the layout type of an existing record depending on the permissions provided to you. For more information about using the Multiple Layout Types feature, refer the following topics:

Before you begin

Ensure that your administrator has enabled the Multiple Layout Types feature and you have the permission to edit the layout type.

To assign a layout type

1. From the Remedyforce Console > View menu, click Incidents, Tasks, or Change Requests.
2. From the list view, open the record for which you want to change the layout type.
3. In the Layout Type field, click the layout type that you want to assign to the record.

Considerations for using the Multiple Layout Types feature

If your administrator has enabled the Multiple Layout Types feature for your profile, you can use the feature as follows.

Creating records

• The option to create a new record with the required layout type is available only in the list view of Incident, Task and Change Requests modules in Remedyforce Console. You will not be able to use multiple layouts for Incidents if you are using a combined view of Incidents and Service Requests. 
• You can associate only those layout types to a record that has been assigned to your profile.
• You cannot apply that template in a record which has a layout type to which you do not have access.
• None is not a layout type, so you cannot create new records with layout types as None.
• If your profile has only one assigned layout type, then the New button does not show the drop-down to select any layout. By default, all forms will be loaded in the assigned default layout.
• If you use the Create and Link option for creating a record, the record is created with the default layout type assigned to you. You can change the layout type of the record after saving it.

Editing records

Viewing records

Cloning records 

Printing to PDF

If you change a layout type of a record, save the record and click Action > Print or Action > Print to PDF, the printed version shows only those fields that are added in the standard layout.

Limitations

• If you do not have access to a certain layout type and the SmartView column is added in the Console list view, then clicking on SmartView icon shows details of the record.
• While creating QuickViews, you can view all values for layout types.
• Layout Type field is not available for mass edit of records even if it is added in the Column Headers field set.  

• Even if you do not have access to the records based on the layout type, you can still link such records to CIs from CMDB, find such records in knowledge search, QuickViews, or any out-of-the-box or custom lookup field created on the object. 

• The records on which you do not have access based on the layout type are not displayed in Smart Suggestions.

• If a workflow or process builder changes a layout type of a record and if the record is already open in the Remedyforce Console, the user will be able to see the changed layout type of the record after the reload.

• In Remedyforce Console, if you enter a category or a template name that is not available in the selected layout type, but is a valid category or template, the records are saved with those template and category values.
• If you change the layout type of a record while creating a new record or for an already created record, the unsaved values are not retained.
• When the Multiple Layout Types feature is enabled, Console form might take a longer time to load as compared to a regular Console form.
  

Frequently asked questions