Enabling new features in 20.15.01

The following topics provide information about enabling new features in BMC Remedyforce 20.15.01:

To enable users to view the BMC Remedyforce Chat Dashboard

After upgrading to BMC Remedyforce 20.15.01, system administrators must manually enable users to view the Chat Sessions by Account and Category report and the BMC Remedyforce Chat Dashboard.

Navigate to Setup > Create > Objects.
Click Chat Instances and then click Edit.
In the Optional Features section, select the Allow Reports check box.
Click Save.

To enable the use of paused duration of a cancelled service target to calculate the elapsed time

After upgrading to BMC Remedyforce 20.15.01, system administrators must manually enable the use of paused duration of a cancelled service target to calculate the elapsed time of the newly applied service target to an incident, a task, or a problem.

Click the Remedyforce Administration tab.
On the Home page, click the Application Settings tile, and from the menu select General Application Settings.
Select the Use paused duration of a cancelled service target to calculate the Elapsed Time check box.
Click Save.

To enable global search as the default option in Remedyforce Console list views

In the list views in the Remedyforce Console, staff members can filter records based on specific keywords that they provide in the Search box. The Search within the filtered view: viewName check box in the Search box enables staff members to specify the set of records on which the search must be performed. After the upgrade to BMC Remedyforce 20.15.01, this check box is selected by default for all users, and search is performed on only those records that are available in the filtered list view. Users can choose to clear the check box for each search operation based on their requirements.

To enable global search as the default option, perform the following procedure. The Search within the filtered view: viewName check box is cleared by default for all users, and search is performed on all records that belong to the selected module in the list view.

Click the Remedyforce Administration tab.
On the Home page, click the Application Settings tile, and from the menu, select Custom Settings.
On the Custom Settings page, in the Action column for Remedyforce Settings, click Manage.
In the Action column of the AllowGlobalSearchInConsole custom setting, click Edit.
In the value box, replace FALSE with TRUE.
Click Save.

To enable Remedyforce Search Version 2

From the Spring 15 release, Salesforce is ending support for HTML Area type components. Because Remedyforce Search is an HTML Area type component, BMC has provided Remedyforce Search Version 2, which is a Visualforce component. If you were using the Remedyforce Search component before upgrading to 20.15.01, you must enable the new Remedyforce Search Version 2 component. Remedyforce Search Version 2 is displayed on the left side bar component in the application.

To add the Remedyforce Search Version 2 check box to Home page layouts, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click a Home page layout; for example, Remedyforce Home.
3. On the Home Page Layouts page, click Edit.
4. On Step 1. Select the components to show page, in the Select Narrow Components to Show section, perform the following actions:
  - Select the Remedyforce Search Version 2 check box.
  - Clear the Remedyforce Search check box.
5. Click Next.
6. On the Step 2. Order the components page, in the Narrow (Left) Column list, move Remedyforce Search Version 2 to the second position.
7. Click Save.
To assign the page layout to the required profiles, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click Page Layout Assignment.
3. On the Home Page Layouts Assignment page, click Edit Assignment.
4. For the required profile, select the home page layouts that you customized in the preceding step.
5. Click Save.

To add the Manage QuickViews check box to the Remedyforce User page layout

To grant staff members the permission to create and manage their own QuickViews in the Remedyforce Console, you must select the Manage QuickViews check box for these users. By default, the Manage QuickViews check box is not available in the Remedyforce User page layout.

Navigate to Setup > Customize > Users > Page Layouts.
In the Action column for Remedyforce User, click Edit.
Click Fields.
From the Field palette, drag the Manage QuickViews check box onto the page.
Click Save.

Enabling staff members to add clients from the Incident form in the Remedyforce Console

After upgrading to BMC Remedyforce 20.15.01, system administrators must manually enable staff members to add clients from the Incident form in the Remedyforce Console. Staff members can then access the following options from the Incident form in the Remedyforce Console:

icon next to the Client ID field.
Create New Client option when staff members enter the client name or ID in the Client ID field
Create New Client button on the Users lookup window

To enable staff members to add clients from the Incident form in the Remedyforce Console

Click the Remedyforce Administration tab.
On the Home page, click the Manage Users tile, and from the menu select User Settings.
Select the Enable creation of clients from the Incident page in Remedyforce Console check box.
Click Save.

Enabling the dashboard and QuickViews in the Remedyforce Console

The dashboard and QuickViews in the Remedyforce Console enable staff members to view a consolidated list of all their assigned records. After upgrading to BMC Remedyforce 20.15.01, system administrators must manually enable the dashboard and QuickViews in the Remedyforce Console.

When you enable the dashboard and QuickViews, the View menu in the Remedyforce Console displays the following options:

My Dashboard
Shared QuickViews
My QuickViews

Note

The My QuickViews option is displayed only if staff members have the permission to manage QuickViews or own QuickViews that they previously created from the Remedyforce Console or Remedyforce Dashboard tab. Staff members who do not have the permission to manage QuickViews cannot see the create, edit, copy, and delete icons in My QuickViews or the copy icon in Shared QuickViews.

To enable the dashboard and QuickViews in the Remedyforce Console

Click the Remedyforce Administration tab.
On the Home page, click the Application Settings tile, and from the menu select Consoles.
On the Consoles tab, select the Enable Console Dashboard and QuickViews check box.
Note
The Enable Console Dashboard and QuickViews check box is available on the Consoles tab only if you select the Enable and Use the Remedyforce Console check box.
Click .
After enabling the console dashboard and QuickViews, you can create a default dashboard that is available to all users in the Remedyforce Console. For more information, see Configuring-the-default-dashboard-in-the-Remedyforce-Console.

You might also want to give a few staff members the permission to create and manage their own QuickViews and copy QuickViews shared by other users. For information about assigning the appropriate permission, see Adding or editing users.

Displaying the updated Help link in the BMC Remedyforce panel

The BMC Remedyforce documentation is now available online (docs.bmc.com). If you have converted a trial organization to a production organization and then upgraded to BMC Remedyforce version 20.15.01.014, you might not be able access the updated online documentation from the BMC Remedyforce panel on the left side bar component in the application. To get the updated link to the 20.15.01.014 online documentation, you must select the BMC Remedyforce (Installed Package: BMC Remedyforce) check box on the page layout assigned for your profile.

To display the updated Help link on the BMC Remedyforce panel

To add the BMC Remedyforce (Installed Package: BMC Remedyforce) check box to Home page layouts, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click a Home page layout; for example, Remedyforce Home.
3. On the Home Page Layouts page, click Edit.
4. In the Select Narrow Components to Show section, select the BMC Remedyforce (Installed Package: BMC Remedyforce) check box and clear the BMC Remedyforce check box.
5. Click Save.
To assign the page layout to the required profiles, perform the following actions:
1. Navigate to Setup > Customize > Home > Home Page Layouts.
2. On the Home Page Layouts page, click Page Layout Assignment.
3. On the Home Page Layouts Assignment page, click Edit Assignment.
4. For the required profile, select the home page layouts that you customized in the preceding step.
5. Click Save.