The following topics provide information about enabling new features in BMC Remedyforce 20.14.02:

To add new options to the Incident Source field

If you want to use BMC MyIT with BMC Remedyforce, ensure that the MyIT option is available in the Incident Source field. If the MyIT option is not available, add the option to the field. To enable your staff members to create an incident by using Remedyforce Chat, add the Chat option to the Incident Source field.

  1. Navigate to Setup > Create > Objects.
  2. Click Incident.
  3. In the Custom Fields and Relationships section, click Incident Source.
  4. In the Picklist Values section, click New.
  5. Enter MyIT and Chat.
    If the MyIT option is already available, skip adding it to the field.
  6. Click Save.

To add new fields to BMC MyIT reports in BMC Remedyforce

If you are using BMC MyIT reports in BMC Remedyforce, ensure that the #ExternalId, latitude, and longitude fields are present in the MyIT reports. If these fields are not present, perform the following actions to add them:

  1. Click the Reports tab.
  2. From the Folders list, select BMC Remedyforce.
  3. To add the #ExternalId field to the MyIT Point of Interest – Assets report, perform the following actions:
    1. In the Name column, click MyIT Point of Interest – Assets.
    2. Click Edit next to Filtered By.
    3. Drag the #ExternalId field to the report.
    4. Click Save.
  4. To add the #ExternalId, latitude, and longitude fields to the MyIT Point of Interest – Locations report, perform the following actions:
    1. In the Name column, click MyIT Point of Interest – Locations.
    2. Click on Edit next to Filtered By.
    3. Drag the #ExternalIdlatitude, and longitude fields to the report.
    4. Click Save.

To configure visibility of the Remedyforce Mobile tab

If you want to enable staff members to use the BMC Remedyforce mobile application on the Salesforce1 platform, configure the visibility of the Remedyforce Mobile tab.

  1. Navigate to Setup > Manage Users > Profiles.
  2. In the Profile Name column, click the ServiceDesk Staff profile.
  3. Click Object Settings.
  4. Click the Remedyforce Mobile object.
  5. Click Edit.
  6. In the Tab Settings section, select Default On.
  7. Click Save.
  8. Repeat step 2 to step 7 for the following profiles:
    • ServiceDesk Change Manager
    • System Administrator
    • Profiles for which you configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed the managed package.

To remove prefixes from mapped incident fields

By default, prefixes such as To:, From:, and so on are included in the values of the mapped incident fields when you enable creation of incidents from email messages. To remove these prefixes, you must clear the Include prefix in mapped fields check box.

  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. Clear the Include prefix in mapped fields check box.
  4. Click .

To apply new SLAs to closing incidents

You can apply new SLAs to closing incidents and also to the incidents that are resolved and closed on the first call. The First Call Resolution field is not available on the New Incident page by default. You must add the First Call Resolution field to the appropriate field set.

  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. Select the Apply service targets when the qualification criteria are met even while closing an incident check box.
  4. Click .

To configure new options in the Agent Tools menu

Impact Analysis and Collision Detection are new options that are added to the Agent Tools menu for change requests.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. From the Console View list, select Change Requests.
  4. From the For Selected Profiles list, select the ServiceDesk Change Manager profile.
  5. To make the new options available to users of the profile, from the Available Agent Tools list, select Collision Detection and Impact Analysis.
  6. Click .
  7. Repeat step 4 to step 6 for other required profiles.

To enable staff members to create custom views in a list view on the Remedyforce Console tab

On the Remedyforce Console tab, you can create and edit custom views for incidents, tasks, problems, change requests, releases, and broadcast records. To enable staff members to create custom views, you must configure a remote site.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. Copy the value provided for Remote Site URL.
  4. Click Salesforce Remote Site Settings.
  5. On the All Remote Sites page, click New Remote Site.
  6. In the Remote Site Name field, enter a name for the remote site.
  7. In the Remote Site URL field, paste the URL that you copied on the Create and Edit Objects page.
  8. Click Save.

To configure status records as Work Status

To track the total work time spent on incidents, system administrators must configure custom and out-of-the-box status records as Work Status. Based on your requirements, you can configure any new status records as Work Status. However, to calculate the time spent in existing status records as Work Status, you must perform the steps in this section.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu select Status.
  3. From the list of status records, open the status that you want to configure as Work Status.

    Note

    You can configure a status record as Work Status only if that status record is assigned to the Open state and applies to the Incidents object.

  4. In the Status form, select the Work Status check box.
  5. Click Save.

To enable staff members to view the total work time for incidents

To enable staff members to view details about the total work time spent on incidents, system administrators can add the Work Clock Status, Time Spent in Current Status, and Total Work Time fields to the Incidents/Service Requests list.

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click the required object.
  3. In the Field Sets section, in the Action column for the Column Header field set, click Edit.
  4. Select and drop the following fields from the palette to the In the Field Set list:
    • Work Clock Status
    • Time Spent in Current Status
    • Total Work Time
  5. Click Save.

To enable users to get direct links to knowledge articles for Self Service 2.0

You can enable users to get direct links to knowledge articles for Self Service 2.0 only. To allow users to access the links, you must add the Self Service Link section to the Knowledge Article form. You can embed these links on your intranet or use them to customize and design your Self Service site.

  1. Click the Knowledge Articles tab.
  2. Click any knowledge article.
  3. Click Edit Layout.
  4. In the left column of the palette, click Visualforce Pages.
  5. Drag Self Service Link to your preferred location.
    You can add the Self Service Link section as a separate section or add it to any existing section in the Knowledge Article form.
  6. To configure the dimensions for the Self Service Link section, perform the following actions:
    1. For the Self Service Link section, click .
    2. In the Visualforce Page Properties window, in the Height (in pixels) field, enter 100.
  7. Click Save.
  8. To add the Self Service Link section to other knowledge article types, repeat step 4 to step 7.

To enable users to display knowledge articles based on linked accounts

If you are upgrading to BMC Remedyforce 20.14.02, you must add the Account Details section to the Knowledge Article form to control the accounts to which a knowledge article is shown. You can configure to which user accounts you want to display the knowledge article in Self Service 2.0.

Note

Only system administrators and staff members with the Remedyforce Knowledge User permission set can edit the accounts to which the knowledge article is displayed.

  1. Click the Knowledge Articles tab.
  2. Click any knowledge article.
  3. Click Edit Layout.
  4. In the left column of the palette, click Visualforce Pages.
  5. Drag Account Details to your preferred location.
    You can add the Account Details section as a separate section or add it to any existing section in the Knowledge Article form.
  6. To configure the dimensions for the Account Details section, perform the following actions:
    1. In the Account Details section, click .
    2. In the Visualforce Page Properties window, in the Height (in pixels) field, enter 250.
  7. Click Save.
  8. To add the Account Details section to other knowledge article types, repeat step 4 to step 7.

To enable the enhanced UI for BMC Remedyforce integration with BMC FootPrints Asset Core 11.7 or later

If you integrated BMC Remedyforce with version 11.7 or later of BMC FootPrints Asset Core (known after version 12.0 as BMC Client Management), you can enable the enhanced UI after upgrading to version 20.14.02. If you enable the enhanced UI, the integration uses the Representational State Transfer (REST) web API in BMC Client Management to retrieve data and perform actions on devices. The BMC Client Management Console is now launched only for the File System, Remote Control, and File Transfer actions.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Integrations tile, and from the menu, select BMC Client Management Integration Settings.
  3. Select the Enable Enhanced UI for BMC FootPrints version 11.7 and BMC Client Management 12.0 and later check box.
  4. In the Password field, enter the password of the BMC Client Management External Integration user.
  5. Click .

To enable logs for actions performed on BMC Client Management devices

In previous versions of BMC Remedyforce, logs were automatically created when you performed the Remote Control or Audit Now actions on BMC Client Management devices. However, these logs are no longer created after you upgrade to version 20.14.02. To start creating the logs again, you must perform the steps in this section.

After upgrading to version 20.14.02, if you enable the enhanced UI for integration with BMC Client Management, logs are also generated for other direct actions except the File Transfer and File System actions that you perform on the BMC Client Management devices through the CI Actions window. A few examples of these direct actions are starting or stopping a service, creating a new process, or shutting down a device.

Note

The Incidents tab (Salesforce page layout) does not support the enhanced UI (CI Actions window). If you access the BCM Actions menu from the Incidents tab, logs continue to be created only for the Remote Control and Audit Now actions.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Integrations tile, and from the menu, select BMC Client Management Settings.
  3. Select the Enable logs for all actions performed on devices check box.
  4. In the Password field, enter the password of the BMC Client Management External Integration user.
  5. Click .

To configure Broadcasts in the Remedyforce Console

If you want to use Broadcasts on the Remedyforce Console tab, assign permission sets to your users, or update profile permissions, you must configure the tab visibility and assign the required page layout to the Broadcasts object.

Before configuring tab visibility and assigning page layout, you must enable the enhanced profile view in your Salesforce organization. For more information about the enhanced profile user interface, see the Salesforce Help 

  1. Navigate to Setup > Manage Users > Profiles.
  2. In the Profile Name column, click the ServiceDesk Staff profile.
  3. Click Object Settings.
  4. Click the Broadcasts object.
  5. Click Edit.
  6. From the Tab Settings list, select Default Off.
  7. In the Broadcast: Record Types and Page Layouts Assignments section, select the Remedyforce Broadcast Console Version 1.0 page layout.
  8. Click Save.
  9. Repeat step 2 through step 8 for the following profiles:
    • ServiceDesk Change Manager
    • System Administrator
    • Profiles for which you configured the ServiceDesk Change Manager and ServiceDesk Staff levels of access when you installed the managed package.
  10. To enable the Broadcast module in the View list of the Remedyforce Console tab, perform the following actions:
    1. Navigate to Remedyforce Administration > Application Settings > Consoles.
    2. From the Console View list, select Broadcasts.
    3. From the For Selected Profiles list, select either the Default Settings for Profiles option or a specific profile to which you want to provide access for the Broadcast module.
    4. Select the Allow Access to Console View: Broadcasts check box.
      Based on your requirement, you can customize the Broadcast form layout and assign it to the profiles.

To add the Broadcast module to the Service Cloud console application

To use BMC Remedyforce in the Service Cloud console, you require a Service Cloud Console feature license. If you have an existing console application, you can add the Broadcast module to it. If you do not have an existing console application, create the application first. For more information, see Configuring BMC Remedyforce in the Service Cloud Console.

  1. To add the Broadcast object to your existing Service Cloud console application, perform the following actions:
    1. Navigate to Setup > Create > Apps.
    2. In the Action column for your existing Service Cloud console application, click Edit.
    3. From the Available Tabs list, select Broadcasts, and click the right arrow.
    4. Click Save.
  2. To assign the page layout for Broadcast in the Service Cloud console, perform the following actions:
    1. Navigate to Setup > Manage Users > Profiles.
    2. Click the System Administrator profile.
    3. Click Object Settings.
    4. Click Broadcasts, and then click Edit.
    5. From the Page Layouts list, select Remedyforce Broadcast Console version 1.0.
    6. Click Save.
  3. To ensure that records from the Broadcast list view open in the correct Visualforce pages, perform the following actions:
    1. Access the Service Cloud console application from the Force.com menu.
    2. Click the Broadcasts tab.
    3. Click Create New View.
      If you have a custom view defined, modify the view based on the below instructions.
    4. In the View Name field, enter a name for the view.
    5. In the Step 2, Specify Filter Criteria section, select the required option.
    6. In the Step 3, Select Fields to Display section, from the Available Fields list, select Broadcast #+ and the other fields that you want to show in the list view for the object, and click the right arrow.
    7. From the Selected Fields list, select the Broadcast # field, and click the left arrow button to move the field to the Available Fields list.
    8. In the Step 4, Restrict Visibility section, select the required option.
    9. Click Save.
  4. To ensure that the new Broadcast form opens in the correct Visualforce page, perform the following actions:
    1. Navigate to Setup > Create > Objects.
    2. In the Label column, click Broadcast.
    3. In the Search Layouts section, in the Action column for Broadcast 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 Broadcast Record button, and click the right arrow to move the button to the Selected Buttons list.
    6. Click Save.

To verify the Broadcasts tab visibility for the applicable profile

After you add the Broadcasts tab to your Service Cloud Console application, if the Broadcast tab is not visible for the profile of the user, the tab is 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 select Broadcast.
  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 Broadcasts tab.
    3. Click Save.

To enable the Remedyforce mobile application on the Salesforce1 platform

You can work with incidents, and view tasks and broadcasts, by using BMC Remedyforce on the Salesforce1 mobile platform. You must enable the appropriate settings.

  1. To enable Salesforce1 for the required user profile, 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 Add and Edit User.
    3. In the Action column, click Edit next to the required user.
    4. In the General Information section, select the Salesforce1 User check box.
    5. Click Save.
  2. Navigate to Setup > Mobile Administration > Salesforce1 > Settings, select the Enable the Salesforce1 mobile browser app check box, and click Save.
  3. To add Remedyforce Mobile application to the Salesforce1 platform list, perform the following steps:
    1. Navigate to Setup > Mobile Administration > Mobile Navigation.
    2. On the Navigation Menu Item page, from the Available list, select Remedyforce Mobile, and use the right arrow key to move your selection to the Selected list.

      Note

      If you want to set the BMC Remedyforce mobile application as the landing application after you log on to Salesforce1, you must keep it at the top of the Selected list.

    3. Click Save.

To enable staff members to chat with Self Service clients–BETA

BMC Remedyforce Chat enables a staff member to chat with Self Service clients and resolve their queries. System administrators must enable BMC Remedyforce Chat for staff members with whom client users can chat. Staff members must set their status as available to chat with Self Service clients.

To enable staff members to chat, you must add the Enable Chat check box to the User page.

  1. To add the Enable Chat check box to the User page layout, perform the following steps:
    1. Navigate to Setup > Customize > User > Page Layout.
    2. On the User Page Layout, in the Action column, click Edit beside Remedyforce User.
    3. Click Fields and drag the Enable Chat check box to the required section.
    4. Click Save.
  2. To enable a staff user to chat with Self Service clients, perform the following actions:
    1. Navigate to Setup > Manage Users > Users.
    2. On the All Users page, in the Action column, click Edit beside the name of the preferred staff member.
    3. On the User page, select the Enable Chat check box.
    4. Click Save.

To enable Self Service clients to chat with staff members–BETA

BMC Remedyforce 20.14.02 contains a beta version of Remedyforce Chat that is production quality but has known limitations.


Enabling Remedyforce Chat allows clients to chat with staff members to resolve queries. When BMC Remedyforce Chat is enabled, the Remedyforce Chat header is displayed to the client at the bottom of the Self Service page. When the client opens BMC Remedyforce Chat, the chat request is randomly assigned to an available staff member.

  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 Enable Remedyforce Chat check box.
  4. Click Save.

    Note

    Staff members must set their chat status as Available to chat with clients.

Related topics

Enabling new features

Configuring profile-level permissions for new features

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