Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Overview of the Incident Console tab

You can create and work with incident or service requests by using the console layout or the Salesforce page layout. The Incident Console tab is available only if your system administrator has configured the console layout.

For information about using the Incident Console tab, see Incident management.

The following table provides the features that are available on the Incident Console tab.

FeatureDescription
List viewBy default, all records are displayed in the list view. However, you can filter records to view only incidents or only service requests. You can also create a view that suits your requirements. For more information, see https://help.salesforce.com/htviewhelpdoc?err=1&id=customviews.htm&siteLang=en_US. To view only incidents, from the Views menu, select Remedyforce Incident View. To view only service requests, from the Views menu, select Remedyforce Service Request View. For information about icons in the list view on the Incident Console tab, see Icons in the list view for incidents and service requests. The record list displays a maximum of 10,000 records.
Broadcast tickerView, follow, or unfollow broadcasts on Chatter by clicking .
Chatter feedIf Chatter is enabled for your Salesforce organization, the Chatter feed is displayed above the related lists for a record. After selecting a record, click Details. To display or hide the Chatter feed, click Display Feed or Hide Feed.
Lookups

The lookups on the Incident Console tab provide the following features:

  • All records that are available for the object are displayed. For example, when you click the Account field lookup, all active records of the Account object are displayed.
  • System administrators can create filters on lookup type fields to display filtered records.
  • The Category field lookup window displays categories in the tree view that help you understand the hierarchy in categories while you are creating a record. When you move your mouse over a category, the description of the category is displayed as a tooltip.
  • If your Salesforce organization is integrated with BMC Client Management, you can link the BCM configuration items by using the Configuration Item lookup. If the integration exists, the BCM option is displayed in the lookup window. You can select the option and then select the required BCM configuration item.
Custom actionsAny custom action that the system administrator has added for you is displayed as a button above the related lists.
SearchIn the list view, in lookup windows, in Link <object> windows, and in the Matching Incidents window, you can search fields of type Name, Email, Phone, Text, Text Area, Long Text Area, and Rich Text Area. However, fields of type Formula, Lookup, Rollup Summary, Number, and Date and Time are not searched. Also, the search operation matches the beginning characters of the value in a field. Therefore, ensure that you always provide the correct beginning characters for the field value for which you are searching. For example, you are searching for John but you enter ohn. The records that contain John are not displayed. However, if you search for John, all records that contain John (including, for example, Johns or Johnson) are displayed.
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