Overview of the Incident Console tab
You can create and work with incident or service requests by using the console layout or the Salesforce page layout. The Incident Console tab is available only if your system administrator has configured the console layout.
For information about using the Incident Console tab, see Incident management.
The following table provides the features that are available on the Incident Console tab.
|By default, all records are displayed in the list view. However, you can filter records to view only incidents or only service requests. You can also create a view that suits your requirements. For more information, see https://help.salesforce.com/htviewhelpdoc?err=1&id=customviews.htm&siteLang=en_US. To view only incidents, from the Views menu, select Remedyforce Incident View. To view only service requests, from the Views menu, select Remedyforce Service Request View. For information about icons in the list view on the Incident Console tab, see Icons in the list view for incidents and service requests. The record list displays a maximum of 10,000 records.
|View, follow, or unfollow broadcasts on Chatter by clicking .
|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.
The lookups on the Incident Console tab provide the following features:
|Any custom action that the system administrator has added for you is displayed as a button above the related lists.
|In the list view, in lookup windows, in Link <object> windows, and in the Matching Incidents window, you can search 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. Also, the search operation matches the beginning characters of the value in a field. Therefore, ensure that you always provide the correct beginning characters for the field value for which you are searching. For example, 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.