This documentation supports the 20.22.01 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

20.22.01 enhancements

This topic was edited by a BMC Contributor and has not been approved.  More information.

Review the BMC Helix Remedyforce  20.22.01 enhancements for features that will benefit your organization and to understand changes that might impact your users.

Remedyforce Console

Enhance a list view in Remedyforce Console

Older releases of BMC Helix Remedyforce  had a limit of ten thousand records per list view. After reaching the limit, a list view in Remedyforce Console does not display new records. When you search, filter, or sort records, only the first ten thousand records are considered rather than all records.

Starting from 20.22.01, you can search, filter, and sort all records in an object that match the list view criteria  instead of just the first ten thousand in a list view. To enable this feature, a Remedyforce administrator must select the Enable Optimized Console List View check box from Remedyforce Administration > Application Settings > Consoles > General Console Settings.

For more information, see Customizing the Remedyforce Console tab.

Use a customized subject line for emails

Instead of using an automatically generated subject line, you can use a customized one while sending emails from the following sources:

  • Activity Feed > Send Email
  • Actions > Email
  • SmartView

Administrators can configure a subject line for email conversations from Remedyforce Administration > Configure Email > Email Conversation Settings.

For more information, see Settings for email conversation.

Service request definitions

Set a default value for service request inputs

In a service request definition, an administrator can set a default value for the following response types of request inputs:

  • Date
  • Date/Time 
  • Number
  • Text Area
  • Text Field

A default value can be dynamic or static. A dynamic value comes from the User object for a selected client.

Clients can view the the assigned default values on a service request form in the following applications:

  • Self Service 3.0
  • Experience Cloud Sites
  • Self Service on Salesforce Mobile App
  • Remedyforce Console

For more information, see Managing service request definitions

View relevant configuration items and assets on a service request form

Instead of viewing all configuration items (CIs) and assets, clients can see those that are linked to them or their accounts while creating a service request.  To enable this feature, an administrator must select either one or both of the following options while configuring Base Element lookup filters for request inputs.  

  • Client
  • Client's Account

The following applications support this feature:

  • Self Service 3.0
  • Experience Cloud Sites
  • Self Service on Salesforce Mobile App

For more information, see Managing service request definitions

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