The following topics provide information about enabling new features in BMC Remedyforce 20.15.02:

Note

A new Remedyforce Configuration Data Integrity Tool has been added in version 20.15.02 to help you identify active templates, Service Request Definitions (SRDs), suggested owners, and Service Level Agreements (SLAs) that reference deleted data in other objects. The tool uses the Remedyforce Utility Service to run a batch job daily at 12:00 A.M. Greenwich Mean Time (GMT) to identify these impacted records for you. If an impacted record is found, an email with the Remedyforce Configuration Data Integrity report is sent to Remedyforce administrators (users for whom the Remedyforce Administrator check box is selected). For more information, see Verifying configuration data integrity.

In a new or upgrade environment, when you click the Remedyforce Administration tab for the first time, the Remedyforce Utility Service is started and the scan job is run. If impacted records are found, an email with this report is sent to Remedyforce administrators.

To show request definitions of the selected category and its child categories

You can configure Self Service to show request definitions of the selected and child categories when a client selects a parent category in the Service Requests tab.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Service Requests.
  3. Select 
  4. Click .

To enable Smart Suggestions - BETA

BMC Remedyforce 20.15.02 contains a beta version of Smart Suggestions that is production quality but has known limitations. To provide staff members with quick-and-easy access to relevant information while working on an incident in the Remedyforce Console, you can enable and configure Smart Suggestions. When staff members are working on an incident, they can view suggested knowledge articles, broadcasts, and templates that might be relevant to the record.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Consoles.
  3. On the Consoles tab, click Configure Smart Suggestions.
  4. On the Configure Smart Suggestions tab, select the Enable Smart Suggestions – BETA check box.
  5. In the Show Smart Suggestions for section, select the check boxes for which you want to enable Smart Suggestions.
  6. Click .

To add the Text Area (Rich) option to the Response Type picklist

You can add a Text Area (Rich) type of input field to a request definition. To enable the Text Area (Rich) option in the Response Type picklist field, you must add it to the picklist values.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and select Create and Edit Objects.
  3. On the Create and Edit Objects page, click All Custom Objects.
  4. On the Custom Objects page, click Fulfillment Input.
  5. In the Custom Fields & Relationships section, click Response Type.
  6. In the Picklist Values section, click New.
  7. Enter Text Area (Rich), and click Save.

To add a new option to the Closure Category field

To run the Incidents Resolved Remotely report, add the Resolved remotely, without the need for site visit option to the Closure Category field.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and select Create and Edit Objects.
  3. On the Create and Edit Objects page, click Incident.
  4. Click Custom Fields and Relationships.
  5. Click Closure Category.
  6. In the Picklist Values section, click New.
  7. Enter Resolved remotely, without the need for site visit, and click Save.

In the BMC Remedyforce 20.15.02 release, the BMC Remedyforce logo has changed. After automatic or self-upgrade, you must manually update the BMC Remedyforce logo in your organization and in the BMC Remedyforce mobile application on the Salesforce1 platform.

New logo

To update the logo in your organization

  1. Navigate to Setup > Create > Apps.
  2. In the Action column, click Edit next to BMC Remedyforce.
  3. In the Choose the Image Source for the Custom App Logo field, click Insert an Image.
  4. From the File Location list, select BMC Remedyforce Images.
  5. Click remedyforce_standard_logo_new.gif.
  6. Click Save.

To update the logo in the BMC Remedyforce mobile application on Salesforce1

  1. Navigate to Setup > Create > Tabs.
  2. In the Visualforce Tabs section, click Edit next to Remedyforce Mobile.
  3. Click next to Tab Style.
  4. In the Tab Style Selector window, click Create your own style.
  5. In the Define a new color style section, click Insert an Image.
  6. In the Attach File window, from the File Location list, select BMC Remedyforce Images.
  7. In the Name column, click SF1_AppIcon_new.
  8. Click OK.

Segregating Incidents and Service Requests modules in the Remedyforce Console

Incidents and service requests are shown in separate modules at the following locations:

LocationDescription
Remedyforce Console tab
  • View list—Displayed on separate modules.
  • Global Search window (Agent Tools > Knowledge Search)—Displayed on separate modules.
  • Record Details section—If users click an incident or service request record from the Launch Console column, the record is opened in another tab with the appropriate prefix (IN for incidents and SR for service requests).
  • Agent Tools menu:
    • On the Service Request form—Displays the Service Request Matching option; the Service Request Matching window displays only service requests.
    • On the Incident form—Displays the Incident Matching option; the Incident Matching window displays only incidents.
  • List views—Users must configure separate filters for the Incidents and Service Requests modules. New filters for the Service Requests module must have a prefix of SR - (for example, SR - My Service Requests).
    Note: System administrators can configure another prefix for the Service Requests module filters in the SegregatedServiceRequestViewPrefix custom setting. 
Remedyforce Administration tabApplication Settings > Consoles page, the Console View list—Displays as separate options. The Service Requests option enables you to customize layouts, columns, and the Actions and Agent Tools menu options for the service request form in the Remedyforce Console.
Remedyforce CMDB tab
  • Details tab of the Instance Editor—Displayed on separate modules.
  • CI Explorer—Displayed on separate tabs.

To segregate incidents and service requests

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Console.
  3. Select the Segregate Incidents and Service Requests check box.
  4. Click .

After you segregate Incidents and Service Requests, the configurations on the Remedyforce Administration > Application Settings > Console page that you configured for Incidents/Service Requests are assigned to the segregated Incidents module. Only the out-of-the-box layout, Service Request Console Default Layout, is assigned to the Service Requests module and all your configured custom layouts are assigned to Incidents. System administrators must manually perform all the required Service Requests module configurations, such as the configuration options available in the Actions and Agent Tools menu of the Service Requests module. For more information, see Customizing the Remedyforce Console tab.

Note

Actions (Configure Application > Actions) configured for Incidents are available in both the Incidents and Service Requests modules.

Incidents and service requests in list views and QuickViews are not automatically segregated after the upgrade. You must perform manual steps to configure QuickViews and list views in the Remedyforce Console.

Items that are not upgradedRequired actionsReference

Remedyforce Console > filters in the Select View menu

  • Create a list view for the Service Requests module.
    By default, only service requests are shown in the Service Requests module. However, no default list view will be available.

    Perform the following actions:
    • For all Service Requests list views that you create in the Select View menu to filter records, add an SR prefix to the list view names. These list view names are shown in the Service Requests module. To show an existing list view in the Service Requests module, modify the list view name by adding the SR prefix.
      You can specify a different prefix for service requests list views by configuring the value in the Remedyforce Settings > SegregatedServiceRequestViewPrefix custom setting. 
    • To show only service requests in the Service Requests module list view, add the following condition:
      Is Service Request equals True
      You can also use the Type equals Service Request condition. However, the Is Service Request field is of type Boolean. Therefore, if you localize BMC Remedyforce, results in the list views will not depend upon the correct localization of the Type field. 
  • To show only incidents in the Incidents module list view (rather than showing both incidents and service requests), modify the All list view and add the following condition in the Step 2. Specify Filter Criteria section:
    Is Service Request equals False
  • Show only incidents in the Remedyforce Incidents View and other custom list views—Add Is Service Request equals False.  
  • Modify an existing custom list view for incidents—Add the Is Service Request equals False condition and delete the Type equals Incident condition. You can also use the Type equals Incident condition. However, the Is Service Request field is of type Boolean. Therefore, if you localize BMC Remedyforce, results in the list views will not depend on the correct localization of the Type field. 
  • Create list views for the Service Requests module—In the Service Requests module, only service requests are shown by default. However, the Remedyforce Service Request View and All list views are not available. You must manually create these views or modify any other custom views. For new list views, add Is Service Request equals True.

  • Modifying an existing custom list view for service requests—Add Is Service Request equals True condition and delete the Type equals Service Request condition. You can also use the Type equals Service Request condition. However, the Is Service Request field is of type Boolean. Therefore, if you localize BMC Remedyforce, results in the list views will not depend on the correct localization of the Type field. 

Filtering records in list views

Customizing custom setting value

Remedyforce Console > Out-of-the-box QuickViews

Clone the following QuickViews and add the following run time condition to see a filter to show only incidents or service requests:
Is Service Request = True. QuickViews with this condition present show service requests only. Staff members can update the run-time condition to see only incidents or both incidents and service requests in the QuickView. If you disable this run-time condition in a QuickView, all incidents and service requests are shown. These QuickViews show incidents and service requests:

  • My Work (Incident & Task)
  • Work for a specified queue
  • Incident with a specified category
  • Incident with a specified priority
  • My Incidents
  • Incidents in my Queues
  • Incidents assigned to me
Creating and editing QuickViews in the Remedyforce Console

Enabling editing of submitted service requests

Important

After you enable a user to edit a submitted service request, editing will be possible only if no approval is required, or if all approvals are rejected and the fulfillment process has not started.

To enable editing in Self Service

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Service Requests.
  3. Select the Enable editing of submitted service requests check box.
  4. Click .

To enable editing in the Remedyforce Console when incidents and service requests are segregated

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. In the Individual View Settings section, from the For Selected Profiles list, select the user profiles for whom you want to enable editing of submitted service requests.
  4. Select the Enable editing of submitted service requests check box.
  5. Click .

To enable editing in the Remedyforce Console when incidents and service requests are not segregated

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Custom Settings.
  3. On the Custom Settings page, click Manage for Remedyforce Settings.
  4. On the Remedyforce Settings page, click Edit for EnableEditSR.
  5. In the value field, enter True, and click Save.

Note

When you set the value of the EnableEditSR custom setting to True, users of all profiles who have access to the Remedyforce Console tab can edit submitted service requests. If you choose to segregate the Incidents and Service Requests modules, you can enable editing of submitted service requests for users of selected profiles.

Related topics

Enabling new features

Configuring profile-level permissions for new features

20.15.02 enhancements

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