The following topics provide information about enabling new features in BMC Remedyforce 20.13.01:

To add Chatter to the Incident Source field

After upgrade, add the Chatter value to the Incident Source picklist, because incidents can also be created through Chatter posts.

  1. Navigate to Setup > App Setup > Create > Objects.
  2. Click the Incident object.
  3. In the Custom Fields & Relationship section, click Incident Source.
  4. In the Picklist Values section, click New.
  5. On the Add Picklist Values page, enter Chatter, and click Save.

To enable Chatter Feed Tracking for Base Elements

If Chatter has not been enabled for Base Elements, BMC recommends that you enable it for specific fields. However, if you do not use Chatter, or if you do not want to track changes on Base Elements for Chatter, you can skip this section.

  1. Navigate to Setup > App Setup > Customize > Chatter > Feed Tracking.
  2. Under Object, select Base Element.
  3. Select Enable Feed Tracking.
  4. BMC recommends the following fields for tracking:
    • Asset #
    • Description
    • Instance Name
    • Owner
    • Primary Client
    You can track up to 20 fields.
  5. Click Save.

To add values to the Type list for CMDB Instance Editor

After upgrade, all existing forms are displayed in the new user interface. The Impact Direction field in the Relationship Editor is renamed as Type. As a system administrator, you must add the All Related, Component, Dependency, Has Impact, and Member of Collection values to the Type list in the Base Relationship object after upgrading to BMC Remedyforce 20.13.01.

  1. Navigate to Setup > App Setup > Create > Objects.
  2. Click the Base Relationship object.
  3. In the Custom Fields & Relationship section, click Type.
  4. In the Picklist Values section, click New.
  5. On the Add Picklist Values page, enter the following information:
    • All Related
    • Component
    • Dependency
    • Has Impact
    • Member of Collection
  6. Click Save.

To view client assignment history for a configuration item

As a system administrator or staff member, you can view the client assignment history of a configuration item (CI). When a client is associated with a CI through the CI form or Client form, a record is created in the Details > Auditing tab of the Instance Editor of the specified CI. To view the client assignment history of a CI, you must enable history tracking for the Base Element object.

  1. Navigate to Setup > App Setup > Create > Objects.
  2. In the Custom Objects page, click Base Element.
  3. Click Edit.
  4. In the Optional Features section, select the Track Field History check box.
  5. Click Save.
  6. In the Custom Fields & Relationships section, click Set History Tracking.
  7. In the Track old and new values section, select the Primary Client and Record Update Count fields.
  8. (Optional) Enable field history tracking for additional fields.
    You can enable field history tracking for a maximum of 20 fields.
  9. Click Save.

To update email templates (Part 1)

  1. Navigate to Setup > Administration Setup > Communication Templates > Email Templates.
    Ensure that the folder is set to BMC Remedyforce Emails.
  2. Find and click the Service Request Created template.
  3. Click Edit Template.
  4. Find the following line:
    <c:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />
  5. Replace with the following line:
    <BMCServiceDesk:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />
  6. Click Save.
  7. Repeat steps 2 to 6 for the following email communication templates:
    • Service Request Email Conversation Email Template
    • Service Request Reopened
    • Service Request Status Change

To update email templates (Part 2)

  1. If you are already in Email Templates, skip to Step 2. If not, navigate to Setup > Administration Setup > Communication Templates > Email Templates.
  2. In the BMC Remedyforce Emails folder, click Incident Email Template 1 Version 2.0.
  3. Click Edit HTML Version.
  4. Modify the Subject line to (you can also copy and paste):
    Incident #(Ref:IN:{!BMCServiceDesk__Incident__c.Name}) has been created and assigned to {!BMCServiceDesk__Incident__c.OwnerFullName}
  5. Click Save.
  6. Click the Service Request Created template.
  7. Click Edit Template.
  8. On the first line, locate the following text:
    subject="Service Request #{!relatedto.Name}
  9. Replace with the following text:
    subject="Service Request #(Ref:IN:{!relatedto.Name})

    Note

    All other code on that line should remain untouched. The new line will look like this:

    <messaging:emailTemplate subject="Service Request #(Ref:IN:{!relatedto.Name}) has been created" recipientType="User" relatedToType="BMCServiceDesk__Incident__c">

  10. Click Save.

To configure email settings

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Email tile, and from the menu, select Incident – Email Settings.
  3. Select Save the Email Message in Action History.
  4. Click Save.

Any incoming emails that result in creating an incident will have the original email added as a line item in Action History for the resulting incident.

To configure suggested experts

You can continue defining suggested experts for tasks and broadcasts from the Supporting Information of categories. For incidents, you can configure suggested owners from the Remedyforce Administration > Configure Application > Suggested Owners page.

After upgrade, all the suggested experts that were configured in the category records are also saved as records on the Suggested Owners page. You can modify those records, if required.

To use the console layout user interface

The console layout user interface is provided for Incident and Task modules. To use the console layout user interface, you must perform the steps in this section for the required profiles.

  1. To hide the Incident and Task tabs and show the Incident Console and Task Console tabs to all profiles, perform the following actions:
    1. Click the Remedyforce Administration tab.

    2. On the Home page, click the Manage Users tile, and from the menu select Profiles.

    3. For the required profile, in the Action column, click Edit.

    4. In the Tab Settings section, select Tab Hidden for Incidents and Tasks tab.

    5. For the Incident Console and Task Console tabs, select Default On.

    6. Click Save.

  2. To assign the console layout as the default layout to the required profiles, perform the following actions:
    1. Navigate to Setup > App Setup > Create > Objects.

    2. Click the Incident object.

    3. In the Page Layouts section, click Page Layout Assignment.

    4. On the Page Layout Assignment page, click Edit Assignment.

    5. In the Profiles list, select the required profiles.

    6. From the Page Layout to Use list, select Remedyforce Incident Console version 1.0.

    7. Click Save.

  3. To select the Enable and Use the Console check box, perform the following actions:
    1. Click the Remedyforce Administration tab.

    2. On the Home page, click the Application Settings tile, and from the menu select General Application Settings.

    3. On the General Application Settings page, select the Enable and Use the Console check box.

    4. Click Save.

To show a linked record in the console layout UI from related lists

In the console layout UI, if a staff member opens a linked incident from the related list of a record, the linked record opens in the Salesforce page layout UI. For example, in the Task Console tab, a staff member clicks an incident in the Linked Incidents section of a task. This linked incident is opened in the Salesforce page layout UI, by default.

For the console layout UI, you can configure the application to open records in the console layout UI from related lists. However, if a staff member clicks Edit in the Action column of a related list, the linked record is always shown in the Salesforce page layout UI.

  1. Navigate to Setup > App Setup > Create > Objects.
  2. In the Label column, click the required object name (Incident or Task).
  3. In the Page Layouts section, click Edit in the Action column for Remedyforce Incident Console version 1.0 or Remedyforce Task Console Version 1.0.
  4. In the required related list (Linked Incidents or Linked Tasks), click .
  5. In the Available Fields list, click Launch Console and click the right arrow to move the selection to the Selected Fields list.
  6. (Optional) To show the Launch Console column at the beginning of the related list, select Launch Console and use the up arrow to move it to the required location.
  7. Click OK, and then click Save.

To modify the search layout

  1. Navigate to Setup > App Setup > Create > Objects.
  2. Click Incident.
  3. In the Search Layouts section, click Edit beside Search Results.
  4. From Available Fields, select Launch Console and click the right arrow.
  5. Click Save.

(Optional) To modify the Remedyforce Incident for Clients Version 1.0 page layout

If you plan to have approvers of Service Requests access those approvals from within Self Service, follow these steps.

  1. Navigate to Setup > App Setup > Create > Objects.
  2. Click Incident.
  3. In the Page Layouts section, click Edit beside Remedyforce Incident for Clients Version 1.0.
  4. From Fields, drag the Service Request Title field to the Incident Detail section under Description.
  5. Click Properties for the field and select Read-Only, and then click OK.
  6. Click and drag Visualforce Pages to Service Request Detail.
  7. Click Properties for the page and set Width to 27pixels and Height to 25 pixels.
  8. Click OK.
  9. Click Save.

Migrating to the Self Service 2.0 user interface

A new tab-based user interface for Self Service has been designed to improve performance and usability. The Home tab has been divided into tiles for various tasks; for example, submit new incidents, view existing requests, search and browse knowledge articles, be notified of relevant company-wide topics, and so on.

Note

After you migrate to the new Self Service user interface, you cannot go back to the previous version of the user interface. However, system administrators can preview the new user interface before migration by navigating to All tabs (+) > Remedyforce Self Service 2.0: Preview tab.

To migrate to the Self Service 2.0 user interface

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu select General Self Service Settings.
  3. Select the Migrate to new Self Service user interface check box.
  4. In the confirmation box, click OK.

To allow users to preview the Self Service 2.0 user interface

  1. Navigate to Setup > Administration Setup > Manage Users > Profiles.
  2. In the Action column for the profile that you have selected for the client, click Edit.
  3. In the Tab Settings section, select Default On for the Remedyforce Self Service 2.0: Preview tab.
  4. Click Save.
  5. Navigate to Setup > App Setup > Create > Apps.
  6. In the Action column beside BMC Remedyforce, click Edit.
  7. In the Available Tabs list, select the Remedyforce Self Service 2.0: Preview tab, and click the right arrow to move the tab to the Selected Tabs list.
  8. Click Save.

Note

The Remedyforce Self Service 2.0: Preview tab is available only for Salesforce Platform users.

Related topics

Enabling new features

Configuring profile-level permissions for new features

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