Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Configuring BMC Remedyforce in the Service Cloud Console

To use BMC Remedyforce in the Service Cloud Console, you require a Service Cloud Console feature license. You can use the following BMC Remedyforce modules in the Service Cloud Console:

  • Incidents
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts

Note

The users of the Service Cloud Console application must have a Salesforce license and Service Cloud User permission.

Perform the following tasks to configure BMC Remedyforce in the Service Cloud Console

To verify tabs visibility for the applicable profile

If the BMC Remedyforce tabs that you are adding to your Service Cloud Console application are not visible for the profile of the user, the tabs are 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 selected for the following tabs:
    • Incidents
    • Tasks
    • Problems
    • Change Requests
    • Releases
    • Broadcasts
  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 following tabs:
    3. Click Save.

To configure BMC Remedyforce modules in the Service Cloud Console

To configure BMC Remedyforce modules in the Service Cloud Console, you create an application and add objects to it. (If you have an existing console application, you can add the BMC Remedyforce modules to it and perform only step 13 and step 14, and check the step 15).

  1. Navigate to Setup > Create > Apps.
  2. On the Apps page, click New.
  3. On the Step 1. Select Type page, click Console, and then click Next.
  4. On the Step 2. Enter the Details page, in the App Label field, enter a name for the application, and click Next.
    This name appears in the Force.com menu that your staff members use to access the Service Cloud Console.
  5. (Optional) To insert an image for the application, click Insert an Image, and select the required image.
  6. Click Next.
  7. On the Step 4. Choose Navigation Tab Items page, in the Available Items list, select the following tabs:
    • Incidents
    • Tasks
    • Problems
    • Change Requests
    • Releases
    • Broadcasts
  8. Click the right arrow to move the selected tabs to the Selected Items list.
  9. (Optional) To change the order of the tabs in the application, use the Up and Down arrow buttons.
  10. Click Next.
  11. On the Step 5. Choose How Records Display page, click Next.
  12. On the Step 6. Assign to Profiles page, select the profiles for which the application is to be visible, and click Save.
    Assign the profiles that are associated with Salesforce license only.
    If you have enabled Live Agent in your organization, you get a step to select the Live Agent settings.
    You can access the application from the Force.com menu.
  13. To ensure that the new record forms of BMC Remedyforce modules open in the correct Visualforce page, perform the following actions:
    1. Navigate to Setup > Create > Objects.
    2. In the Label column, click a module name, such as Incident.
    3. In the Search Layouts section, in the Action column for <module name> List View (for example, Incident List View ), click Edit.
    4. In the Standard Buttons section, clear the New check box.
    5. In the Custom Buttons section, in the Available Buttons list, select the New<module name>Record button, and click the right arrow to move the button to the Selected Buttons list.
    6. Click Save.
    7. Repeat step b to step f for all modules that you have added to the application.
  14. To ensure that records from the list view of modules open in the correct Visualforce pages, perform the following actions:
    1. Access the Service Cloud Console application from the Force.com menu.
      The tab that opens is the first tab that you selected in the Selected Items list.
    2. Click Create New View.
      If you have a custom view defined, modify the view based on the below instructions.
    3. In the View Name field, enter a name for the view.
    4. In the Step 2. Specify Filter Criteria section, select the required option.
    5. In the Step 3. Select Fields to Display section, in the Available Fields list, select <Object Name> #+ (for example, Incident #+) and the other fields that you want to show in the list view for the object, and click the right arrow.
       
    6. In the Selected Fields list, select the <Object Name> #+ (for example, Incident #+ ) field, and click the left arrow button to move it to the Available Fields list.
    7. In the Step 4. Restrict Visibility section, select the required option.
    8. Click Save.
    9. Repeat step b to step h for all objects that you have added to your application.
  15. If you have upgraded to version 20.14.01 or later, to open a record in the Remedyforce console layout, perform the following actions:
    1. Navigate to Setup > Create > Objects.
    2. In the Label column, click the required object name. 
    3. In the Page Layouts section, click Edit in the Action column for Remedyforce <module name > Console version 1.0 (for example, Remedyforce Incident Console version 1.0).
    4. In the required related list, click .
    5. In the Available Fields list, click Launch Console, and click the right arrow to move it to the Selected Fields list.
    6. (Optional) To show the Launch Console column in the beginning of the related list, select Launch Console and use the up arrow to move it to the required location.
    7. Click OK, and then click Save
    8. Repeat step d to step g for all related lists for which you need the Launch Console column.
    9. Repeat step a to step h for all of objects that you have added to your application.

      Note

      You cannot open records in the Service Cloud Console from other locations, such as an email message or a QuickView. To open records in the Remedyforce Console tab, which has a similar look-and-feel as the Service Cloud Console, select the Enable and Use the Remedyforce Console check box. You can access this check box by navigating to Remedyforce Administration > Application Settings > Consoles.

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