Activity feed in Remedyforce Console

For an open record, the Activity Feed option displays the action history and the list of attachments. You can also send email messages, add notes, perform more actions, and upload attachments from the activity feed. The Activity Feed option is not displayed while creating new records or cloning existing records; it is displayed after the record is saved. When you open a record, the Activity Feed is not displayed by default. Click the Activity Feed icon  to view the contents.

Modules for which the activity feed is available

The Activity Feed option is available for the following modules in the Remedyforce Console:

• Incidents
• Service Requests
• Tasks
• Problems
• Change Requests
• Releases

Activity Feed options

The following figure displays the options that are available in Activity Feed.

The following table lists the options that are available in Activity Feed.

To send an email from Activity Feed 

1. Click the Remedyforce Console tab.
2. From the View menu, select the appropriate module, such as Incidents.
3. From the list of records, select the record for which you want to send an email message.
4. Click the Activity Feed icon .
5. On the Activity Feed, click Email .
   
   1. The To field is filled with the email address of the client of the record. The subject of the email message is filled with the record number.
6. To add users to whom you want to send an email message, perform the following actions:
   1. Click the lookup icon for the To field.
   2. In the Users window, select the user to whom you want to send the email message.

   3. To add multiple users to the To field, repeat step a and step b.

      Note

      You can send an email message to a maximum of 100 users.

      • On the Remedyforce Administration > Manage Users > User Settings page, if you enable Contacts for the Client Users Include setting, contacts are shown when you type the name of a contact in the To, Cc, and Bcc fields while sending an email message.

   4. Click the lookup icon for the Cc or Bcc field.

   5. The Bcc field is enabled if the system administrator has configured it.
   6. In the Users window, select the user to whom you want to send a copy of the email message.

   7. To add multiple users to the Cc or Bcc field, repeat step d and step a.
      
      

      You can also type an email address in the To, Cc, and Bcc fields. Separate the email addresses with a semicolon (;). You can send a copy to a maximum of 25 users.

7. (Optional) From the Email Template list, select the template for the email message. To preview the selected email template, click Preview. The fields in the email template are replaced with the actual content from the record. The Preview link is available if the system administrator has configured it.

   The Email Template field is enabled if the system administrator has configured it.
   If you select an email template, you cannot make changes to the subject and the Settings icon will be disabled.
   While adding the email template, the header Email Content is replaced with Additional Information. The additional information is always going to displayed in plain text.
   In the out-of-the-box email templates, dates are displayed in the M/d/yyyyh:mmformat.
   You can contact your system administrator to create and customize an email template based on your requirements. 

8. (Optional) To remove the original content from the email, click Remove original content from email check box.

9. To copy the field values from the records, such as the value of the Description field in the email body, select the Description field from the Copy Record Fields  list. To fetch the latest data values in the fields that are listed in the Copy Record Fields drop down, click .
   
   

   • Selected field value will be inserted in the email body to the current cursor position.

   • The Copy Record Fields feature is available for both rich text format and plain text format.

   • All the field types are supported.

10. (Optional) Click Settings , to perform the following actions:

    
    

    1. Insert the record links record for the client and staff members in the email body.
       Record links for a client can be inserted only for incidents and service requests.
       To remove the hyperliks from the email body, you will have to manually remove the hyperlinks.

    2. Switch Rich Text Format to plain text. To change the format to RTF again, clear the Plain Text check box.

    3. Configure and insert email signatures. 

       In case you have configured the signature in Salesforce, by default the Salesforce signature is displayed in the Email Signature window. However, you must save the signature for the first time to insert it in the email body.

       You must select Insert Signature check box, to insert check box.

       All the settings are stored in the browser cookies; however, the insert link options are stored depending on the selection made for the modules.

11. To add attachments, click Attach File .
    (Optional) To remove an attachment, click the Cross  icon.

    The total size of all attachments cannot exceed 25 MB.

12. (Optional) To send an email message in plain text, select Plain Text check box.

    While replying an email message, by default, all email messages are sent in Rich Text Format.

13. . Click Send.

Considerations

The following points are applicable for the Activity Feed option:

• • A maximum of 12 attachments are shown. If there are more than 12 attachments attached to an email message, to see all attachments, go to the Attachments section of the Activity Feed. You can also view the attachments in the Files section of the record in the Details tab. If you delete some attachments of an email message and then refresh the Activity Feed, the deleted attachments are not shown with the email message. If you delete all the attachments of an email message and then refresh the Activity Feed, the attachments linked with email message are shown as plain text.

  • The duration that is added for any actions is not displayed in the Actions timeline.
  • The files or notes that you upload as Salesforce files from the Details tab are not displayed in the Attachments section.
  • If you encrypt both Name and Email fields of the Contact object, then the typeahead for To, Cc, and Bcc fields on Activity Feed does not display results for contacts. If either Name or Email field of the Contact object is encrypted, then the typeahead for To, Cc, and Bcc fields on Activity Feed shows the matching results from contacts based on the non-encrypted field.
  • While using the reply feature from Activity Feed:
    • If an email is sent, the From field contains the Organization Wide Default (OWD) address. A new feed record is created for email sent. If a staff user tries to reply on same record, no other email address is added (not even the client's email) to the To field except the OWD email address.
    • If an email is sent to the email service that includes other email addresses in To or CC fields, feed record is created for email received. If a staff user replies to this feed, only the sender's email address is added in the To field.

Related topics

Overview of the Remedyforce Console tab

Troubleshooting issues related to Activity Feed

Customizing forms for the Remedyforce Console tab

Performing actions on incidents

Performing actions on service requests

Performing actions on tasks

Performing actions on problems

Performing actions on change requests

Performing actions on releases

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