Overview of the Remedyforce Console tab

The Remedyforce Console tab is an integrated console that provides access to the Incident, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts modules. The main benefit of the Remedyforce Console tab is that it enables you to manage all records (incident, problem, task, change request, release, and broadcast) from a single console. The Remedyforce Console tab also provides a dashboard and QuickViews that enable you to view a key set of data and monitor metrics regularly.

For information about working with records or QuickViews and using the dashboard on the Remedyforce Console tab, see the following topics:

• Incident management
• Task management
• Problem management
• Change management
• Release management
• Broadcast management
• My Dashboard and QuickViews management

Navigating the Remedyforce Console tab

The following table describes the Remedyforce Console tab:

Feature	Description
View	The View menu provides access to records from different modules (Incidents, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts). System administrators can configure the modules that should be available for different profiles in the View menu. The View menu also displays My Dashboard, My QuickViews, and Shared QuickViews if the system administrator configured these options for your profile. You can also perform the following actions from the View menu: Pin a view: You can pin a module's view by clicking the Pin icon . When you pin a view, that view is displayed as the default view whenever you revisit Remedyforce Console. Note that you can pin only one view at a time. In case if none of the view is pinned and you visit Remedyforce Console, then the view that was in the first tab in your previous visit to Remedyforce Console is displayed. Display multiple views: You can also turn on Display Multiple Views to view the selected module in a separate tab. When Display Multiple Views is on, the views are always opened in adjacent tabs and records are opened in the subsequent tabs.
My Work Day	This section displays operational metrics that might be important to the logged-in user. Metric cards in My Work Day display the metrics of different objects such as incidents, tasks, and so on. Metric cards help staff users in planning and prioritizing their work. Administrators must enable My Work Day and configure metric cards. To display metric cards, click the My Work Day icon. For more information, see Enabling My Work Day and configuring console metric cards and Viewing actionable items list and planning work.
Tabs	Each record is opened in a different tab within the Remedyforce Console tab. To identify the module for which a new record is being created, the following prefixes are added to the tab name: Incidents—IN: New Service Requests—SR: New Tasks—TS: New Problems—PR: New Change Requests—CR: New Releases—RM: New Broadcasts—BR: New On the Remedyforce Console tab, you can open a maximum of 15 tabs. Each tab uses 30 to 50 MB of RAM, and your computer must have at least 1 GB of available RAM to open 15 tabs. To ensure that the performance of the BMC Remedyforce application is not impacted, close the tabs that you do not require. Note: When you create a QuickView, the tab name is Create New QuickView and it does not have a prefix.
Record IDs	You can identify the module of a record that is opened in a tab based on the prefixes that are added to the record ID: Incidents—IN Service Requests—SR Tasks—TS Problems—PR Change Requests—CR Releases—RM Broadcasts—BR A few examples of record IDs are IN0009757 (incident record), TS0009768 (task record), and CR00009878 (change request record). When you open a QuickView, the tab name is the QuickView name without a prefix.
Keyboard shortcuts	You can use keyboard shortcuts to perform a few common actions on the Remedyforce Console tab. For more information, see Keyboard shortcuts in the Remedyforce Console.
Details	From Details, linked records are opened in a separate tab within the Remedyforce Console tab. Note: The Standard Layout buttons might not work in the Details tab.
Chatter	If Chatter is enabled for your Salesforce organization, the Chatter feed is displayed above the related lists for a record. After selecting a record, click Details. To display or hide the Chatter feed, click Display Feed or Hide Feed.
Broadcasts	Broadcasts on the Remedyforce Console tab have the following features: You can link multiple incidents to a broadcast by clicking Link to Broadcast. You can view the active broadcast as a running ticker beside the View and follow broadcasts. For more information about broadcasts, see Broadcast management.
Broadcast ticker	The broadcast messages are displayed in the Message Scroll format as follows: When you the icon to view the list of broadcasts and their description, the Broadcast window will be displayed as follows. Notes: When you double-click a broadcast message, you can view the broadcast record. If a broadcast message is very long, the broadcast ticker displays only the first 255 characters of the message followed by an ellipses.
List view	By default, all records are displayed in the list view. The record list displays a maximum of 10,000 records. The list view for incidents and service requests includes icons to provide additional information about the records. For more information, see Icons in the list view for incidents and service requests. You can perform the following task in a list view: Resize column widths in list views. The configured column widths are saved for the browser and the computer from which you log on. These settings are saved even if you logout and log in back again using the same browser or computer. Additionally, if another user uses the same browser on the same computer, the saved column widths are shown. Note: If you or the system administrator adds new columns in the list view, you must manually adjust the width of the newly added columns. Also, if you remove an existing column from the list view, the width of the remaining columns remains as is. Select and order the columns in the list views by clicking . This functionality is also applicable for the following views: Incident Matching in Smart Suggestions and Agent Tools Lookups in the Remedyforce Console and in Self Service 2.0 Incident Time Tracking Report Supporting Information Note: If your system administrator has enabled this option, you can select up to 15 fields to be displayed in the list view. Create or edit a custom list view based on your requirements. Note: To show only incidents in the All filter in the Incidents module, add the following condition: Is Service Request equals False and remove the following condition, if exists: Type equals Incident. For more information, see Filtering records in list views. Assign open incidents and service requests to yourself or to others. For more information, see Change owner. Filter records using the Advanced Filtering feature. For more information about advanced filtering, see Filtering records in list views. System administrators configure the autorefresh time for the list view. Note: If your list view returns more than 2000 records and you perform sorting on a text or a look up field, you might see duplicate records in between pages. For more information the offsetting records, see Salesforce Help .
Highlighting of incidents and service requests	You can view new and updated incidents and service requests in a bold format and highlighted with different colors. For example, all new records are highlighted in a shade of the blue color and all updated records are highlighted in a shade of the orange color. The highlighting of incidents and service requests must be enabled by system administrators.
Custom actions	Any custom action that the system administrator has added is displayed as a button above the related lists.
Search	To search for records matching specific keywords, you can use the Search box on the Remedyforce Console tab. For information about the supported field types, examples of how the search operation works, and the procedure for performing the search, see Searching for records in the list views. You can also perform a search in the Matching Incidents, Link <object>, and lookup windows in all forms in the Remedyforce Console. The search operation looks for your keywords in fields of type Name, Email, Phone, Text, Text Area, Long Text Area, and Rich Text Area. However, fields of type Formula, Lookup, Rollup Summary, Number, and Date and Time are not searched. The search operation matches your keyword with the initial characters of any value in a field. Therefore, ensure that you always provide the correct initial characters for the value for which you are searching. For example, say that you are searching for John but you enter ohn. The records that contain John are not displayed. However, if you search for John, all records that contain John (including, for example, Johns or Johnson) are displayed.
Additional work space	On the Remedyforce Console tab, you can increase the space that is available for working with records by hiding the tabs. Click the icon and use the additional space for working with the records. If you use the icon to hide the tabs and you log off from the BMC Remedyforce application, the additional space is available the next time you log on and access the Remedyforce Console tab.
Chat Status	If your system administrator has enabled Remedyforce Chat, you must set your status as Available to accept client chat requests. If you are chatting with a client, your status is updated to Busy. To not receive chat requests, set your status as Offline. It takes sometime to commit your Offline status in the application. Immediately after you set your status as Offline, if a client sends a chat request, you might receive the request.
My Dashboard and QuickViews	Your system administrator can configure the dashboard and QuickViews in the Remedyforce Console. A QuickView is a query to retrieve key data. You can view a set of predefined QuickViews that are provided out of the box or shared by other users. You can also create specific QuickViews that are designed to meet your business needs. The dashboard, which is a collection of QuickViews, enables you to view a key set of data in one place and monitor metrics regularly. Each user can configure the QuickViews that are displayed on their dashboard. If your system administrator has given you the appropriate permissions, you can also perform the following actions from the View menu: Create QuickViews and share them with other users Copy QuickViews that are created by you or other users Delete QuickViews that are created by you For more information about using and managing the dashboard and QuickViews in the Remedyforce Console, see My Dashboard and QuickViews management.
Lock records	You can lock records that you are working on so that any other user cannot be edit it.
Provide feedback BMC Remedyforce Application	You can provide feedback about the BMC Remedyforce Application.
Salesforce sidebar	You can now view the Salesforce sidebar on clicking the Remedyforce Console tab. This sidebar is also displayed on all the Remedyforce Console forms.

Updating multiple records 

To be able to update multiple records for any of the modules, the Enable multi-record updates in list views check box for the required record console views must be selected in the Remedyforce Console tab settings. For more information, see Customizing the Remedyforce Console tab.

1. Click the Remedyforce Console tab.
2. From the View menu, select the required module.

3. Select the check boxes for the records that you want to edit, and click Update.
   You can update only 200 records at the same time.

4. From the Field list, select the field that you want to update for the selected records.
   Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.

5. Enter or select a value for the selected field.

6. Click Apply.
   You can update one field of multiple records at the same time.

7. To update another field of multiple records, repeat step 4 to step 6. 
8. Click OK.

To change the owner of records

You can assign a record to yourself through the option Assign to me or you can assign the record to any other staff user through the option Assign to others.

Based on whether the queue and user assignment feature is enabled through Remedyforce Administration > Application Settings > Record Assignment, the records are assigned as follows:

• If the queue and user assignment featureis disabled and Assign to me option is used, all records are assigned to you.
• If the queue and user assignment feature is enabled and the Assign to me option is used, records are assigned to you only if you are a member of the queue.
  • If you are a member of the record queues and you click the Assign to me option, the records are assigned to you (the queue remains unchanged and the Staff field is updated).
  • If you are not a member of the record queues and you click the Assign to me option, an error message is displayed and the assignment is not complete. However, you can modify a record manually to take the ownership of the record.

Perform the following steps to change the record owner:

1. In the list view, select the records for which you want to change the owner.
2. Click Change Owner and select one of the following options:
   • Assign to me
   • Assign to others

Searching for records in the list views

In the list views on the Remedyforce Console tab, you can filter records based on specific keywords that you provide in the Search box. The following table lists the field types that the Search feature supports.

The following table lists points to consider when specifying keywords in the Search box.

To search for records in a list view

1. Click the Remedyforce Console tab.
2. From the View menu, select the appropriate module, such as Incidents.
3. In the Search box in the list view, specify the search keywords.
   The Search within the filtered view: viewName check box is displayed only after you enter a keyword.
4. (Optional) To search within only those records that are available in the filtered list view, select the Search within the filtered view: viewName check box.
   
   
   By default, search is performed on all records that belong to the selected module in the list view. However, your system administrator can configure the default value of the Search within the filter view: viewName check box.
5. To perform the search, click .
   A maximum of 2,000 records are displayed in the search results.

Sorting records in a list view

You can sort a single column or multiple columns in Remedyforce Console list view for each record type. You can save the sorting settings for multiple columns only. When you log off from BMC Helix Remedyforce and log on, the sorting settings are automatically saved. The sorting settings can be different for each record type.

Supported record types

In Remedyforce Console list view, administrators and staff users can sort multiple columns for the following record types:

• Incident
• Service request
• Task
• Problem
• Release
• Change request
• Service outage
• Broadcast

Before you begin

Before sorting multiple columns, you must consider the following points:

• You can sort a maximum of 5 columns. 
• The sorting settings applied for a record type are applied to all its views. In the following example, the sorting setting applied on the Mobile Issue view is applied for the remaining views of incidents.  
  
  

• Sorting settings applied on multiple columns are retained while searching records and applying filters.

• In multi-column sorting, if you remove a column on which sorting is applied, the sorting setting is removed for the remaining columns.
  
  

  Multi-column sort	After removing the Status column from the view

• In multi-column sorting, if you remove a column on which sorting is not applied, the sorting setting continues to work.

  Multi-column sorting	After removing the Type column

• You cannot sort the columns that contain the following field types in single and multi-column sorting:
  • Long text area
  • Rich text area 
  • Encrypted
  • Multi select picklist fields

To sort multiple columns

Use case: In Remedyforce Console list view, you prefer to see high priority incidents that are in progress. You can achieve this by applying a filter on the Priority, Type, and Status columns. 

Perform the following steps:

1. Click the Remedyforce Console tab.
2. From the View menu, select the appropriate module, such as Incidents.
3. Click Priority.
4. Select the Status column.
5. Press and hold the Ctrl key and select Type. 
   
   
   To view the sorting details, hover the mouse on the sorting order number. 
   
   The upward arrow next to each column header indicates the ascending order. When you press and hold the Ctrl key and select a column for the first time, it is sorted in the ascending order. If you select the same column for the second time, it is sorted in the descending order. If you select the same column for the third time, sorting is removed for that column. 

To edit the sorting settings

Use case: After sorting the Priority, Type, and Status columns, you want to remove the sorting on the Type column and sort the Number column.

1. Press and hold the Ctrl key and select the Type column. 
2. Press and hold the Ctrl key and select the Type column for one more time. Sorting is removed.
3. Press and hold the Ctrl key and select the Number column. 
   

To clear sorting settings

Use case: Remove the sorting settings applied on the Number and Priority columns.

1. Press the Ctrl key and select Number twice. Sorting is removed for Number.
2. Press the Ctrl key and select Priority twice. Sorting is removed for Priority. 

Icons in the list view for incidents and service requests 

In the list view, the Due Date Progress column uses icons to display the status of incidents and service requests. The following table describes the icons that are used in the Due Date Progress column:

Icon	Description
	The due date of a record has passed.
	More than 50% of the available time remains before the due date.
	Less than or equal to 50% of the available time remains before the due date.
	The due date of a record has been met and the record is closed.
	The due date of a record has not been met and the record is closed.

The New Incident and VIP columns also use icons to provide additional information about the records, as described in the following table:

Column	Icon	Description
New Incident		An incident is treated as a new incident until you perform any of the following actions: Change the status of the record Select Responded from the Actions menu Perform an action by selecting New Action from the Actions menu (except receiving a client note or sending/receiving an email message) For example, when a client submits a ticket from Self Service, it gets assigned to the default queue. This is a new incident and is displayed as highlighted to all the staff members who have access to the record. A highlighted incident indicates that no action has been performed on it yet. If one of the staff members opens the incident and updates a field, such as Category or Impact, it is still considered as a new incident. However, if a staff member responds to the client and updates the Responded Date field of the incident, the New Incident flag is cleared to indicate that an action has been performed on the incident.
VIP		If a record is created for a VIP client, the icon is displayed in the VIP column. To mark a client as a VIP, contact your system administrator to add the VIP field in the Main Panel field set of the User object (Setup > Build > Customize > Users > Field Sets) in Classic environment. Or, Setup > Platform Tools > Objects and Fields > Object Manager > User > Field Sets in Lightning environment. When the system administrator adds the VIP field to the Main Panel field set, the VIP field is displayed on the Client form (Remedyforce Administration > Manage Users > Clients).
Attachments		If a record has attachments, an attachment icon is displayed in the Attachments column. The icon is available for all views. In case you are upgrading to 20.19.02, the paper clip icon is displayed for new records that are created after the upgrade process. For older records, the icon appears if you modify the records by adding or removing the attachment. After upgrading, if the paper clip icon is not visible by default, you can make it available by adding it to the custom console list view. A mouse hover on the icon displays a tool tip that shows the incident ID, attachment count, and details of attachments. Attachment details include information such as size of the file, date and time when the file was attached, and who attached the file. If a record has more than five attachments, then only the last five attachments are shown in the tool tip. You can click the See All link to view more attachments. You can view an attachment by clicking the file name that is displayed in the tool tip or in the Attachment window that opens when you click the See All link. If a file name is too long, only the first 100 characters of the name are shown. You can perform sorting on the Attachment column, but you cannot perform filtering on it. Also, the Attachment is not counted against the maximum limit allowed in the list view. If the Record Highlighting feature is enabled, adding attachments follow all conditions that are applicable for the Record Highlighting feature. For more information about the Record Highlighting feature, see Highlighting new and updated incidents and service requests in list views. Note The paper clip icon is clickable and shows a tool tip only in Remedyforce Console and Incident Console. Whenever a file is attached to a record, the HasAttachments field gets updated and you might observe the following behaviors: You get email notifications if any process builder or workflow is defined with Evaluation Criteria set to created, and every time it's edited or created, and any time it's edited to subsequently meet criteria and Rule Criteria without the following condition. “Not(ISCHANGED( BMCServiceDesk__RF_HasAttachments__c ))” To stop the email notifications, update the rule criteria to add the previously mentioned condition. For more information, see Troubleshooting generic application issues. If you get prompts to reload forms inRemedyforce Consolewhen files are attached to the record by another user, then you can opt out of this feature by creating a Remedyforce custom setting DisableAttachmentsInConsoleList and set its value to true. Also, remove the Attachments column from the Remedyforce Console list view. For more information about the setting, see Managing custom settings.

• Related topic

Configuring the Remedyforce Console

Working with records

Troubleshooting generic application issues