Enabling the Remedyforce Console tab

The Remedyforce Console tab is enabled out of the box for new installations of BMC Remedyforce. However, if you are upgrading from a earlier version of BMC Remedyforce to version 20.14.01 or later, you must manually set up and enable the Remedyforce Console tab.

When you enable the Remedyforce Console tab, each time you click a record from the following locations, the record opens in a new browser tab or window:

• CI Explorer page
• All QuickViews for incidents, tasks, problems, change requests, and releases
• Action Items portlet on the Remedyforce Dashboard tab
• Dashboards tab
• All email messages that contain links to incidents, tasks, problems, change requests, and releases
• The Incidents tab in the Supporting Information section of the Clients form
• Change Schedule
• Global Search
• Remedyforce Search
• Link <object1> to <object2> pop-up window
  This pop-up window is displayed when you click Link <object1> to <object2> in the Record Details section of a record on the Remedyforce Console tab.
  For example, in the Record Details section of an existing incident record, if you click Link Problem to Incident, the Link Problems to Incident pop-up window is displayed. Each time you click a problem record in this pop-up window, the record opens in a new browser tab or window.
  
• When you have integrated with computer-telephony integration adapters and the staff members are creating new incidents.

For example, when a staff member clicks a link to an incident record from the QuickViews, the record opens on the Remedyforce Console tab, in a new browser tab or window.

To enable the Remedyforce Console tab

1. To enable users to use the Remedyforce Console tab, and open records from other locations on the Remedyforce Console tab, perform the following actions:
   1. Click the Remedyforce Administration tab.

   2. On the Home page, click the Application Settings tile, and from the menu select Consoles.

      Note

      The Enable and Use the Standalone Consoles check box is available and selected on the Consoles tab only if you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later. Otherwise, only the Enable and Use the Remedyforce Console check box is displayed.

   3. On the Consoles tab, select the Enable and Use the Remedyforce Console check box.
   4. The Enable and Use the Standalone Consoles check box is cleared and appears dimmed. To select the Enable and Use the Standalone Consoles check box again, you must first clear the Enable and Use the Remedyforce Console check box.

   5. Click Save.

   After upgrading to BMC Remedyforce 20.14.01 or later, if you configured the appropriate tab settings, assigned the console layout as the default, and set up the related lists for the required profiles, you can skip step 2 to step 4.

   Note

   If you have enabled the enhanced profile user interface in your Salesforce organization, the steps to configure tab visibility for the required profiles are different. For information about using the Enhanced Profile User Interface, see http://help.salesforce.com/HTViewHelpDoc?id=users_profiles_using_enhanced_ui.htm&language=en_US.

2. To configure tab settings for the required profiles, perform the following actions:
   1. Click the Remedyforce Administration tab.
   2. On the Home page, click the Manage Users tile, and from the menu select Profiles.
   3. For the required profile, in the Action column, click Edit.

   4. In the Tab Settings section, for each tab listed in the following table, set the required value for the selected profile.

      Tab	ServiceDesk Staff	ServiceDesk Change Manager	System Administrator
      Remedyforce Console	Default On	Default On	Default On
      Incidents	Default Off	Default Off	Default Off
      Incident Console	Tab Hidden	Tab Hidden	Tab Hidden
      Tasks	Default Off	Default Off	Default Off
      Task Console	Tab Hidden	Tab Hidden	Tab Hidden
      Problems	Default Off	Default Off	Default Off
      Change Requests	Default Off	Default Off	Default Off
      Releases	Default Off	Default Off	Default Off
      Broadcasts	Default Off	Default Off	Default Off

   5. Click Save.

   6. Repeat step c to step e for all required profiles.

      Note

      If you have manually upgraded to 20.14.01 or later, the Remedyforce Console tab is available by default in the All Tabs list (click the + icon) for the ServiceDesk Staff, ServiceDesk Change Manager, and System Administrator profiles. If BMC Remedyforce 20.14.01 or later was pushed to your organization, you must make the Remedyforce Console tab available for the required profiles.

3. To assign the console layout as the default page layout for the required profiles, perform the following actions:
   1. Navigate to Setup > Create > Objects.
   2. On the Custom Objects page, in the Label column, click one of the following objects:
      • Incident
      • Task
      • Problem
      • Change Request
      • Release
      • Broadcast 

      Note

      If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later, you do not have to assign the console layout for the Incident and Task objects.

   3. In the Page Layouts section, click Page Layout Assignment.
   4. On the Page Layout Assignment page, click Edit Assignment.
   5. In the Profiles list, select the required profiles.

   6. From the Page Layout to Use list, select the appropriate page layout for the selected object:
      

      Object	Page Layout
      Incident	Remedyforce Incident Console version 1.0
      Task	Remedyforce Task Console version 1.0
      Problem	Remedyforce Problem Console Version 1.0
      Change Request	Remedyforce Change Request Console version 1.0
      Release	Remedyforce Release Console Version 1.0
      Broadcast	Remedyforce Broadcast Console Version 1.0

       

   7. Click Save.
   8. Repeat step b to step g for each object that is listed in step b.
4. To open records on the Remedyforce Console tab from the related lists for incident records, perform the following actions:

1. 1. Navigate to Setup > Create > Objects.
   2. In the Label column, click Incident.
   3. In the Page Layouts section, click Edit in the Action column for the Remedyforce Incident Console version 1.0 page layout.

   4. In the Linked Tasks related list, click .

      Note

      If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later, the Launch Console field for the Linked Tasks related list might already be available in the Selected Fields list.

   5. In the Related List Properties - Linked Tasks window, select Launch Console in the Available Fields list, and click the right arrow to move it to the Selected Fields list.
   6. In the Selected Fields list, use the up arrow to move Launch Console to the beginning of the related list.
   7. To save your changes and close the Related List Properties - Linked Tasks window, click OK.
   8. In the Linked Change Requests related list, click .
   9. In the Related List Properties - Linked Change Requests window, select Change Request: Launch Console in the Available Fields list, and click the right arrow to move it to the Selected Fields list.
   10. If required, use the up arrow to move Change Request: Launch Console to the beginning of the related list.
   11. In the Selected Fields list, select Change Request: Change # and click the left arrow to move it to the Available Fields list.
   12. To save your changes and close the Related List Properties - Linked Change Requests window, click OK.
   13. In the Linked Problems related list, click .
   14. In the Related List Properties - Linked Problems window, select Problem: Launch Console in the Available Fields list, and click the right arrow to move it to the Selected Fields list.
       If required, use the up arrow to move Problem: Launch Console to the beginning of the related list.
   15. In the Selected Fields list, select Problem: Problem # and click the left arrow to move it to the Available Fields list.
   16. To save your changes and close the Related List Properties - Linked Problems window, click OK.
   17. In the Linked Releases related list, click .
   18. In the Related List Properties - Linked Releases window, select Release: Launch Console in the Available Fields list, and click the right arrow to move it to the Selected Fields list.
   19. If required, use the up arrow to move Release: Launch Console to the beginning of the related list.
   20. In the Selected Fields list, select Release: Release # and click the left arrow to move it to the Available Fields list.
   21. To save your changes and close the Related List Properties - Linked Releases window, click OK.
   22. In the Linked Broadcasts related list, click .
   23. In the Related List Properties - Linked Broadcasts window, select Broadcasts: Launch Console in the Available Fields list, and click the right arrow to move it to the Selected Fields list.
       If required, use the up arrow to move Broadcasts: Launch Console to the beginning of the related list.
   24. In the Selected Fields list, select Broadcasts: Broadcast # and click the left arrow to move it to the Available Fields list.
   25. To save your changes and close the Related List Properties - Linked Broadcast window, click OK.
   26. Click Save.
       
       For information about customizing the list views and the Agent Tools and Actions menu options, see Customizing the Remedyforce Console tab.
       
       For information about configuring the autorefresh time for list views on the Remedyforce Console tab, see Configuring the autorefresh time for list views on the Remedyforce Console tab.

Related topics

Incident management

Task management

Problem management

Change management

Release management

Broadcast management