Customizing the Remedyforce Console tab

System administrators can customize the list views that are available on the Remedyforce Console tab for each profile. For example, you can enable the Change Requests list view for the ServiceDesk Change Manager profile only. In this case, only users with the ServiceDesk Change Manager profile can access the list view for change request records on the Remedyforce Console tab.

You can also enable the dashboard and QuickViews on the Remedyforce Console tab. The dashboard and QuickViews enable staff members to view a consolidated list of all their assigned records and other key data. For example, QuickViews can provide information that you need daily, such as the tasks assigned to you or your queue, the high-priority incidents that must be resolved first, or the broadcasts for a specific category.

Based on your requirements, you can customize the Actions and Agent Tools menu options that are available for different profiles. By default, all profiles have access to all list views, and to the Actions and Agent Tools menu options on the Remedyforce Console tab. You can also add custom actions to the Actions and Agent Tools menus and assign the custom actions to different profiles. For more information, see Adding custom actions to the Actions or Agent Tools menus.

On the Remedyforce Console tab, you can also assign different custom layouts for different profiles. For more information about creating custom layouts, see Managing custom layouts for console forms.

  To customize the Remedyforce Console tab

1. Click the Remedyforce Administration tab. 
2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
3. Ensure that the Enable and Use the Remedyforce Console check box is selected.
   • For new installations of BMC Remedyforce version 20.14.01 or later, the Enable and Use the Remedyforce Console check box is selected by default.
   • If you are upgrading from a version earlier than 20.14.01, you must select the Enable and Use the Remedyforce Console check box and manually configure the Remedyforce Console tab. For more information, see Enabling the Remedyforce Console tab.
4. (Optional) To enable the dashboard and QuickViews on the Remedyforce Console tab, select the Enable the Console Dashboard and QuickViews check box.
   This check box is displayed only if the Enable and Use the Remedyforce Console check box is selected. Also, this check box is selected by default in new installations of BMC Remedyforce.
   
   When this check box is selected, the View list on the Remedyforce Console tab displays the My Dashboard and Shared QuickViews options. The My QuickViews option is also displayed in the View list if users have the permission to manage QuickViews or own QuickViews that they previously created from the Remedyforce Console or Remedyforce Dashboard tab. For more information, see Adding or editing users.
5. To change the number of columns that are shown on the form for all profiles, perform the following actions:
   1. From the Console View list, select a view.
   2. From the Console Layout list, select the number of columns that you want to display for the selected view. By default, two columns are shown on the form.
   3. In the confirmation box, click Yes.
   4. (Optional) Based on your requirements, repeat step a to step c for other views.
6. From the Console View list, select a view; for example, Incidents/Service Requests.
7. For the selected view, to customize the list views and the Actions and Agent Tools menu options that are available to users of a profile, perform the following actions:
   1. From the For Selected Profiles list, perform one of the following actions:
      • To customize the list views and menu options for a specific profile, select the appropriate profile.
      • To set the list views and menu options as the defaults for profiles, select Default Settings for Profiles.
        The default settings are applied only to profiles for which you have not customized specific menu options. Any new profile you create is also assigned the default settings.
   2. To make the list view available to users of the selected profile, select the Allow Access to Console View: <view> check box; for example, Allow Access to Console View: Incidents/Service Requests.
   3. In the Available Actions list, select the Actions menu options that you want to make available to users of the selected profile.
      By default, all out-of-the-box actions are available for all profiles.

   4. In the Available Agent Tools list, select the Agent Tools menu options that you want to make available to users of the selected profile.
      By default, all agent tools are available for all profiles.
      

      Note

      If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later, your profile-specific configurations for the Actions and Agent Tools menu options are retained when you enable the Remedyforce Console tab.
      

      If you are upgrading from version 20.13.01.014 or any of its patches, the new options in the Actions menu (New Action, Attach/View Files, and View Action History) for the Incidents/Service Requests and Tasks console views are selected by default. Similarly, the new option (Service Targets) in the Agent Tools menu for the Tasks console view is also selected by default.

      If you are upgrading from version 20.13.02.015 or any of its patches, you must manually configure access for the new options in the Actions and Agent Tools menus, based on your requirements.

       

   5. From the Assign Layout list, select the appropriate layout.
      When users create or edit a record on the Remedyforce Console tab, the form displays a default layout. The default layout (<Object> Console Default Layout) includes predefined sections and fields for capturing the record details. You can create custom layouts to customize the sections that are displayed on the form for different profiles. For more information, see Managing custom layouts for console forms.
      
      To make sure that all custom layouts are shown in the Assign Layout list, click Refresh.
      
   6. Click Save.
   7. Repeat step a to step f for the required profiles.
8. For each console view that you want to customize, repeat step 6 and step 7.

Related topics

Incident management

Task management

Problem management

Change management

Release management

Broadcast management