Overview of the BMC Remedyforce mobile application
BMC Remedyforce mobile application on the Salesforce1 mobile platform enables users to access BMC Remedyforce on their hand-held devices. With the mobile application, users can perform the following tasks:
| Module | User tasks |
|---|---|
| Incidents |
|
| Tasks |
|
| Broadcasts | View list of open broadcasts |
| Knowledge Articles | Search knowledge articles |
Note
In the Remedyforce mobile application, the users receive push and in-application notifications (approvals, comments on user posts, and so on) from the Salesforce1 platform. For more information about notifications, see https://help.salesforce.com/HTViewHelpDoc?id=sf1_features_to_app_comparison.htm&language=en_US.
You can download the Salesforce1 mobile app from the Apple App Store and the Google Play Store. For information about supported operating systems and devices, see https://help.salesforce.com/HTViewSolution?id=000006494&language=en_US and http://help.salesforce.com/apex/HTViewSolution?id=000187659&language=en_US.
Comments
Can I edit the user tasks that are available on the Incident?
You should be able to edit tasks linked to an incident or any other tasks if you have appropriate permissions to do so.
You can navigate to the task from the Salesforce1 app > Remedyforce mobile > Dashboard > Task List.
As on Remedyforce Console at present it is not possible to directly view tasks linked to incident from the Salesforce1 incident form.
To identify task linked to a specific incident you can customize the Task list view or the form and add the incident field on it using the SF1 field sets.
I'm sorry I should have been more specific. So for instance, when you select the 3 small dots in the Remedyforce Mobile app you get the ability to perform the actions listed above such as knowledge search, responded, close, etc... I would like modify that list and so it includes "Staff Note", that way our technicians can add staff notes while working tickets from their mobile devices on the go, which is the way they will be working the majority of the time.
Hi Tyler,
The same menu has Add Notes option, which can be used to solve your use case.
Have you tried that menu action? It is same as add notes on Remedyforce Console.
Unfortunately it will not, we are using staff notes which are specifically available to staff members and cannot be seen by end users. Notes are used as client notes. Is there another way we should be doing this? How do we communicate notes specifically to staff?
Your main request to customize the Salesforce1 Remedyforce mobile app menu is not possible.
A preferred way would be to use Notes for staff and Client Notes for end users.
The Add Notes action have been using the Notes Action for staff to quickly make notes and these are not visible to end users out-of-the-box.
Any Note specific to staff can be created/edited by unchecking the " Display In SelfService" checbox in Remedyforce Administration tab > Configure Application > Action > <open the action to edit> > Details section
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