The following topics provide information about enabling new features in BMC Remedyforce 20.14.01:

After upgrading to BMC Remedyforce 20.14.01, to use CMDB 2.0, you must perform additional upgrade steps. For more information, see Upgrading to CMDB 2.0.

Enabling the Remedyforce Console

After the upgrade, you must manually set up and enable the Remedyforce Console tab. This tab enables users to manage all records (incidents, service requests, tasks, problems, change requests, and releases) from a single console. When you enable the Remedyforce Console tab, each time you click a record from the following locations, the record opens in a new browser tab or window:

  • CI Explorer page
  • All QuickViews for incidents, tasks, problems, change requests, and releases
  • Action Items portlet on the Remedyforce Dashboard tab
  • Dashboards tab
  • All email messages that contain links to incidents, tasks, problems, change requests, and releases
  • Incidents tab in the Supporting Information section of the Clients form
  • Change Schedule
  • Global Search page
  • Remedyforce Search
  • Link <object1> to <object2> pop-up window
    This pop-up window is displayed when you click Link <object1> to <object2> in the Related Lists section of a record on the Remedyforce Console tab.
    For example, in the Related Lists section of an existing incident record, if you click Link Problem to Incident, the Link Problems to Incident pop-up window is displayed. Each time you click a problem record in this pop-up window, the record opens in a new browser tab or window.

Also, if you have integrated BMC Remedyforce with computer-telephony integration adapters, incidents (new and existing) open in the Remedyforce Console tab.

Before you begin

Ensure that you have enabled the enhanced profile view in your Salesforce organization. For more information about the enhanced profile user interface, see the Salesforce Help.

To configure tab visibility and page layouts

To use Remedyforce Console, you must configure the visibility of multiple tabs in BMC Remedyforce and assign the appropriate page layouts to the required objects. You must perform this procedure if you are assigning permission sets to your users or updating profile permissions.

  1. Navigate to Setup > Manage Users > Profiles.
  2. In the Profile Name column, click the ServiceDesk Staff profile.
  3. Click Object Settings.
  4. Click an object for one of the tabs (for example, Incidents) listed in the following table.
  5. Click Edit.
  6. In the Tab Settings section, for each tab listed in the following table, set the required value for the selected profile.

    Tab

    ServiceDesk Staff

    ServiceDesk Change Manager

    System Administrator

    Remedyforce Console

    Default On

    Default On

    Default On

    Incidents

    Default Off

    Default Off

    Default Off

    Incident Console

    Tab Hidden

    Tab Hidden

    Tab Hidden

    Tasks

    Default Off

    Default Off

    Default Off

    Task Console

    Tab Hidden

    Tab Hidden

    Tab Hidden

    Problems

    Default Off

    Default Off

    Default Off

    Change Requests

    Default Off

    Default Off

    Default Off

    Releases

    Default Off

    Default Off

    Default Off

  7. In the <Object Name>: Record Types and Page Layouts Assignments section, select the page layout for the selected object as listed in the following table:

    Object

    Page Layout

    Incident

    Remedyforce Incident Console version 1.0

    Task

    Remedyforce Task Console version 1.0

    Problems

    Remedyforce Problem Console version 1.0

    Change Requests

    Remedyforce Change Request Console version 1.0

    Releases

    Remedyforce Release Console version 1.0

  8. Click Save.
  9. Click Object Settings.
  10. Repeat step 4 through step 9 for all tabs or objects in a profile.
  11. Repeat step 2 through step 10 for the following profiles: 
    • ServiceDesk Staff
    • ServiceDesk Change Manager
    • System Administrator
    • Profiles in which you configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed the managed package.

To enable the Remedyforce Console

  1. To enable users to use the Remedyforce Console tab and open records from other locations on this tab, 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 Consoles.

      Note

      The Enable and Use the Standalone Consoles check box is available and selected on the Consoles tab only if you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01. Otherwise, only the Enable and Use the Remedyforce Console check box is displayed.

    3. On the Consoles tab, select the Enable and Use the Remedyforce Console check box.

      The Enable and Use the Standalone Consoles check box is cleared and appears dimmed. To select the Enable and Use the Standalone Consoles check box again, you must first clear the Enable and Use the Remedyforce Console check box.

    4. Click Save.
  2. To enable users to open records on the Remedyforce Console tab from the related lists for incident records, perform the following actions:

    1. Navigate to Setup > Create > Objects.

    2. In the Label column, click Incident.

    3. In the Page Layouts section, click Edit in the Action column for the Remedyforce Incident Console version 1.0 page layout.

    4. In one of the following related lists, click :

      • Linked Tasks
      • Linked Problems
      • Linked Change Requests

      Note

      If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01, the Launch Console field for the Linked Tasks related list might already be available in the Selected Fields list.

    5. In the Available Fields list, click the appropriate field based on the selected related list, and click the right arrow to move it to the Selected Fields list.

      Selected Related List

      Field

      Linked Tasks

      Launch Console
      Linked Change Requests Change Request: Launch Console
      Linked Problems Problem: Launch Console
    6. In the Linked Change Requests related list, select Change # in the Selected Fields list and click the left arrow to move it to the Available Fields list.

    7. In the Linked Problems related list, select Problem # in the Selected Fields list and click the left arrow to move it to the Available Fields list.

    8. To move the Launch Console column at the beginning of the Linked Tasks related list, in the Available Fields list, select Launch Console, and click the up arrow.

    9. (Optional) To move the Launch Console column at the beginning of the Linked Change Requests and Linked Problems related lists, select Launch Console and click the up arrow.

    10. Click OK, and then click Save.

    11. Repeat step d to step j for the other related lists in the Incident object.

For information about customizing the list views and the Agent Tools and Actions menu options, see “Customizing the Remedyforce Console tab” in the BMC Remedyforce Online Documentation..

To configure the new options in the Actions and Agent Tools menus

If you are upgrading from version 20.13.02.015 or later and you have enabled the Incident Console and Task Console tabs, you must manually configure the new Actions and Agent Tools menu options for incident and task records.

Note

If you plan to upgrade to Remedyforce Console, you can configure access for the new Actions and Agent Tools menu options as part of customizing the Remedyforce Console tab. For more information, see “Customizing the Remedyforce Console tab” in the BMC Remedyforce online help.

  1. Click the Remedyforce Administration tab.

  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
    The Enable and Use Standalone Consoles check box is available and selected.

  3. From the Console list, select Incident Console.

  4. From the For Selected Profiles list, perform one of the following actions:

    • To configure the new Actions menu options for a specific profile, select the appropriate profile.

    • To configure the new Actions menu options as the default setting for profiles, select Default Settings for Profiles.
      The default settings are applied only to the profiles for which you have not configured specific menu options. Any new profile is also assigned the default settings.

  5. From the Available Actions list, select the actions (New Action, Attach/View Files, and View Action History) that you want to make available to users of the selected profile.

  6. Click Save.

  7. Repeat step 4 to step 6 for the required profiles.

  8. From the Console list, select Task Console.

  9. From the For Selected Profiles list, perform one of the following actions:

    • To configure the new Actions menu options for a specific profile, select the appropriate profile.

    • To configure the new Actions menu options for all profiles, select Default Settings for Profiles.

    • The default settings are applied only to the profiles for which you have not configured specific menu options. Any new default profile is also assigned the default settings.

  10. From the Available Actions list, select the actions (New Action, Attach/View Files, and View Action History) that you want to make available to users of the selected profile.

  11. In the Available Agent Tools list, select Service Target.

  12. Click Save.

  13. Repeat step 9 to step 12 for the required profiles.

To add the Check Out button to the Knowledge Article page

To enable users to check out published knowledge articles for editing while continuing to display the published content to other users, system administrators must add the Check Out button to the Knowledge Article page. To configure the checkout functionality for a specific article type, you must edit the corresponding page layout of the Knowledge Article object. For example, to configure the checkout functionality for the FAQ article type, you must edit the FAQ page layout of the Knowledge Article object.

Note

To check out and update published knowledge articles, users require the Remedyforce Knowledge User permission.

  1. Navigate to Setup > Create > Objects > Knowledge Article.
  2. In the Page Layouts section, in the Action column, click Edit for the page layout to which you want to add the checkout functionality.
  3. To add a new section for the checkout functionality, perform the following steps:
    1. In the left column of the palette, click Fields.

    2. Select and drag Section to the appropriate location on the Knowledge Article page.

    3. In Section Name, enter an appropriate name for the section, such as Article Checkout.

    4. Select the appropriate section layout and tab order, and click OK.

  4. In the left column of the palette, click Visualforce Pages.
  5. Select and drag KM_ActionToolBar to the new section that you have created on the Knowledge Article page.
  6. To configure the dimensions for the KM_ActionToolBar page, perform the following actions:
    1. For the KM_ActionToolBar page, click .

    2. In the Visualforce Page Properties window, in the Height (in pixels) field, enter 100.

  7. Click Save.
  8. Repeat step 2 to step 7 for each page layout to which you want to add the checkout functionality.

To add the Closure Category field to the Broadcast form

When closing a broadcast, staff members can select a closure category to indicate the reason for closing the broadcast. The Closure Category field has been added to the Close Broadcast form.

  1. Click the Broadcasts tab.

  2. From the list of broadcasts, click a record.

  3. On the Broadcast Details page, click Edit Layout.

  4. From the palette, drag the Closure Category field to the Broadcast Details section.

  5. Click Save.

To add a tooltip for categories in the category tree

To show a tooltip for existing categories in the category tree, system administrators can add a description for the category records. The tooltip enables users to select the appropriate category from the category tree, and enables system administrators to provide meaningful information to the users.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu, select Category.
  3. From the list of categories, select the category for which you want to add a tooltip.
  4. In the Category Description field, type a description of the category.
  5. Click Save.

To configure field accessibility of the Remedyforce Administrator field

To provide administrative permissions to a staff member, you must assign the Remedyforce Administrator permission set to the user and select the Remedyforce Administrator check box on the User page. After upgrade to 20.14.01, you must configure field accessibility for the Remedyforce Administrator check box and then add the field to the User page layout.

The permissions for this field are not updated by assigning permission sets. Therefore, you must configure field accessibility of this field manually for the System Administrator profile.

  1. Navigate to Setup > Security Controls > Field Accessibility.
  2. On the Field Accessibility page, click User.
  3. Click View by Fields.
  4. From the Field list, select Remedyforce Administrator.
  5. In the Field Access column, for System Administrator, click Hidden.
  6. In the Field-Level Security section, select the Visible check box, and click Save.
    You must now configure the Remedyforce Administrator field on the User page. For more information, see To add the Remedyforce Administrator check box to the Users page.

To add the Remedyforce Administrator check box to the Users page

To enable staff members to perform administrative tasks in BMC Remedyforce, system administrators must assign the Remedyforce Administrator permission set to these users. In addition, system administrators must select the Remedyforce Administrator check box for these users. This check box enables users to create, edit, and delete custom QuickViews, and copy out-of-the-box QuickViews. By default, the Remedyforce Administrator check box is unavailable on the Users page.

  1. Navigate to Setup > Customize > Users > Page Layouts.
  2. In the Action column for Remedyforce User, click Edit.
  3. Click Fields.
  4. From the Field palette, drag the Remedyforce Administrator check box to the page.
  5. Click Save.

To add values to the Type field in the Base Relationship object

If you want to import data from BMC Atrium Configuration Management Database (BMC Atrium CMDB), you must add the new options added to the Type field. If you do not want to import data from BMC Atrium CMDB, you can skip this section.

The values added to the Type field are not added by assigning permission sets. Therefore, you must add the values to the Type field manually.

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click Base Relationship.
  3. In the Custom Fields & Relationships section, in the Field Label column, click Type.
  4. On the Type page, in the Picklist Values section, click New.
  5. In the text box, enter the following values, and click Save.

    Account On SystemHosted Access PointLNs In Collection
    Application System Services Hosted ServiceHosted ServiceOffering Measured By
    Base RelationshipHosted System ComponentsSegments In Collection
    Contract ComponentIn IP SubnetSetting Of
    Element LocationIn Segment
    GenealogyIP Subnets In Collection

Configuring BMC Remedyforce in the Service Cloud Console

To use BMC Remedyforce in the Service Cloud Console, you require a Service Cloud Console feature license. You can use the following BMC Remedyforce modules in the Service Cloud Console:

  • Incidents
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts

Note

The users of the Service Cloud Console application must have a Salesforce license and Service Cloud User permission.

Perform the following tasks to configure BMC Remedyforce in the Service Cloud Console:

To verify tab visibility for the applicable profile

If the BMC Remedyforce tabs that you are adding to your Service Cloud Console application are not visible for the profile of the user, the tabs are not shown in the application.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
  3. In the Name column, click the applicable Service Cloud Console profile.
  4. In the Tab Settings section, verify that Default On is selected for the following tabs:
    • Incidents
    • Tasks
    • Problems
    • Change Requests
    • Releases
    • Broadcasts
  5. If Default On is not selected for any of these tabs, perform the following actions:
    1. On the Profile <applicable profile> page, click Edit.
    2. In the Tab Settings section, select Default On for the tabs that require it.
    3. Click Save.

To configure BMC Remedyforce modules in the Service Cloud Console

To configure BMC Remedyforce modules in the Service Cloud Console, you create an application and add objects to it. (If you have an existing console application, you can add the BMC Remedyforce modules to it and perform only step 13, step 14, and step 15).

  1. Navigate to Setup > Create > Apps.
  2. On the Apps page, click New.
  3. On the Step 1, select Type page, click Console, and then click Next.
  4. On the Step 2, enter the Details page, in the App Label field, enter a name for the application, and click Next.
    This name appears in the Force.com menu that your staff members use to access the Service Cloud Console.
  5. (Optional) To insert an image for the application, click Insert an Image, and select the required image.
  6. Click Next.
  7. On the Step 4, choose Navigation Tab Items page, in the Available Items list, select the following tabs:
    • Incidents
    • Tasks
    • Problems
    • Change Requests
    • Releases
    • Broadcasts
  8. Click the right arrow to move the selected tabs to the Selected Items list.
  9. (Optional) To change the order of the tabs in the application, use the Up and Down arrow buttons.
  10. Click Next.
  11. On the Step 5, choose How Records Display page, click Next.
  12. On the Step 6, assign to Profiles page, select the profiles for which the application is to be visible, and click Save.
    Assign the profiles that are associated with a Salesforce license only.
  13. If you have enabled Live Agent in your organization, you get a step to select the Live Agent settings.
    You can access the application that you have created from the Force.com menu.
  14. To ensure that the new record forms of BMC Remedyforce modules open in the correct Visualforce page, perform the following actions:
    1. Navigate to Setup > Create > Objects.
    2. In the Label column, click a module name, such as Incident.
    3. In the Search Layouts section, in the Action column for <module name> List View (for example, Incident List View), click Edit.
    4. In the Standard Buttons section, clear the New check box.
    5. In the Custom Buttons section, from the Available Buttons list, select the New <module name> Record button, and click the right arrow to move the button to the Selected Buttons list.
    6. Click Save.
    7. Repeat step b to step f for all modules that you have added to the application.
  15. To ensure that records from the list view of modules open in the correct Visualforce pages, perform the following actions:
    1. Access the Service Cloud Console application from the Force.com menu.
      The tab that opens is the first tab that you selected in the Selected Items list.
    2. Click Create New View.
      To modify any existing custom view, you can perform  step c to step h.
    3. In the View Name field, enter a name for the view.
    4. In the Step 2, Specify Filter Criteria section, select the required option.
    5. In the Step 3, Select Fields to Display section, from the Available Fields list, select <Object Name> #+ (for example, Incident #+) and the other fields that you want to show in the list view for the object, and click the right arrow.
    6. In the Selected Fields list, select the <Object Name> #+ (for example, Incident #+ ) field, and click the left arrow button to move it to the Available Fields list.

    7. In the Step 4, Restrict Visibility section, select the required option.
    8. Click Save.
    9. Repeat step b to step h for all objects that you have added to your application.
  16. If you have upgraded to version 20.14.01 or later, to open a record in the Remedyforce console layout, perform the following actions:
    1. Navigate to Setup > Create > Objects.
    2. In the Label column, click the required object name. 
    3. In the Page Layouts section, click Edit in the Action column for Remedyforce <module name > Console version 1.0 (for example, Remedyforce Incident Console version 1.0).
    4. In the required related list, click .
    5. In the Available Fields list, click Launch Console, and click the right arrow to move it 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
    8. Repeat step d to step g for all related lists for which you need the Launch Console column.
    9. Repeat step a to step h for all of objects that you have added to your application.

      Note

      You cannot open records in the Service Cloud Console from other locations, such as an email message or a QuickView. To open records in the Remedyforce Console tab, which has a similar look-and-feel as the Service Cloud Console, select the Enable and Use the Remedyforce Console check box. You can access this check box by navigating to Remedyforce Administration > Application Settings > Consoles.

Where to go from here

Upgrading to CMDB 2.0

Related topics

Enabling new features

Configuring profile-level permissions for new features

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