Enabling new features in 20.15.02

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

• • To show request definitions of the selected category and its child categories
  • To enable Smart Suggestions - BETA
  • To add the Text Area (Rich) option to the Response Type picklist
  • To add a new option to the Closure Category field
  • Updating the BMC Remedyforce logo
  • Segregating Incidents and Service Requests modules in the Remedyforce Console
  • Enabling editing of submitted service requests
  • Related topics

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 Show request definitions of the selected category and its child categories.
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.

Updating the BMC Remedyforce logo

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:

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.

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.

Enabling editing of submitted service requests

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.

Related topics

Enabling-new-features

Configuring-profile-level-permissions-for-new-features

20-15-02-enhancements