Note

 

This documentation supports the 20.18.02 version of Remedyforce.

To view the latest documentation, click .

Activity feed in the Remedyforce Console

For an open record, the Activity Feed option displays the action history and the list of attachments. You can also send email messages, add notes, perform more actions, and upload attachments from the activity feed. The Activity Feed option is not displayed while creating new records or cloning existing records; it is displayed after the record is saved. When you open a record, the activity feed is not displayed by default. Click the Activity Feed icon  to view the contents.

Note

To enable staff members to add attachments in Activity Feed, ensure that the API Enabled check box from Setup > Manage Users > Profiles > Administrative Permissions section, is selected for their profile.

  

Modules for which the activity feed is available

The Activity Feed option is available for the following modules in the Remedyforce Console:

  • Incidents
  • Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases

Activity Feed options

The following figure displays the options that are available in Activity Feed.


The following table lists the options that are available in Activity Feed.

GoalSelect OptionAdditional steps to be performedNotes
To add notes to a record

Add Note

In the Add Note window, perform the following actions:

  1. Enter the note details.
  2. (Optional) In the Duration field, enter the time that you have spent on the action for which you are adding a note.
  3. Click Add.

Alternatively, you can also navigate to:

  • Details > Action History > New Note.
    Or
  • SmartView > Record Details > Actions > Add Note.
    Or
  • Actions > Add Note.
To interact with the client about the record

Send Email

For more information, see To send email from Activity Feed.

Alternatively, you can also navigate to:

  • Actions > Email.
    Or
  • SmartView > Record Details > Actions > Send Email.
To add user-defined or system-defined actions to a record

More Actions

From the More Actions list, select the action that you want to add to the record.

Note: The icon indicates, the active actions, which are displayed in Self Service.


The actions that you select are displayed in the Action History section on the Details page.

Alternatively, you can also navigate to:

  • Details > Action History > New Action.
    Or
  • SmartView > Record Details > Actions > More Actions.
    Or
  • Actions > New Action.
To view the history of all actions that are performed on a recordActions

In the Actions section, view the list of actions that are performed for the record. Select an action to view more details.

If the email is sent in the Rich Text format, the email will be displayed in the Rich Text format in the actions section.
If there are inline images in the email, the images are displayed as thumbnails. You can click the image to view the image and the selected image is displayed in a popup window.

Note: If the images are added as attachment, then the image will not be displayed as thumbnail.

For external images click the Download external images link.

Alternatively, you can also navigate to:

  •  Details > Action History > View Action History.
    Or
  • SmartView > Record Details > Actions.
    Note: A maximum of 200 recent activities are displayed.
    If you want to view all the actions for a record, click Action > View Action History.
To view the recent activity

Refresh

From the Actions bar, click refresh to view the recent activity.
To reply to the email

Reply

Reply All

From the Actions section, you can select the required email and click Reply or Reply All.

Rich Text format is supported for sending and viewing emails.

For more information, see To send email from Activity Feed.

Alternatively, you can also navigate to:

Details > Action History > Reply.

To add an attachment to a record

Attachments

Note: In the Attachment section, you can also view or delete the existing attachments.

Alternatively, you can also navigate to:
  • Actions > Attach/View Files.
    Or
  • SmartView > Record Details > Actions > Attachments.
    Note: A maximum of 200 recent attachments are displayed.

To send an email from Activity Feed 

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the appropriate module, such as Incidents.
  3. From the list of records, select the record for which you want to send an email message.
  4. Click the Activity Feed icon .
  5. On the Activity Feed, click Email .
    1. The To field is filled with the email address of the client of the record. The subject of the email message is filled with the record number.
  6. To add users to whom you want to send an email message, perform the following actions:
    1. Click the lookup icon for the To field.
    2. In the Users window, select the user to whom you want to send the email message.
    3. To add multiple users to the To field, repeat step a and step b.

      Note

      You can send an email message to a maximum of 100 users.

      • On the Remedyforce Administration > Manage Users > User Settings page, if you enable Contacts for the Client Users Include setting, contacts are shown when you type the name of a contact in the ToCc, and Bcc fields while sending an email message.
    4. Click the lookup icon for the Cc or Bcc field.

    5. The Bcc field is enabled if the system administrator has configured it.
    6. In the Users window, select the user to whom you want to send a copy of the email message.
    7. To add multiple users to the Cc or Bcc field, repeat step d and step a.

      You can also type an email address in the To, Cc, and Bcc fields. Separate the email addresses with a semicolon (;). You can send a copy to a maximum of 25 users.

  7. (Optional) From the Email Template list, select the template for the email message. To preview the selected email template, click Preview. The fields in the email template are replaced with the actual content from the record. The Preview link is available if the system administrator has configured it.

    The Email Template field is enabled if the system administrator has configured it.
    If you select an email template, you cannot make changes to the subject and the Settings icon will be disabled.
    While adding the email template, the header Email Content is replaced with Additional Information. The additional information is always going to displayed in plain text.
    In the out-of-the-box email templates, dates are displayed in the M/d/yyyyh:mmformat.
    You can contact your system administrator to create and customize an email template based on your requirements. 

  8. (Optional) To remove the original content from the email, click Remove orgininal content from email check box.

  9. To copy the field values from the records, such as the value of the Description field in the email body, select  Description field from the Copy Record Fields  list.

    • Selected field value will be inserted in the email body to the current cursor position.

    • The Copy Record Fields feature is availabe for both rich text format and plain text format.

    • All the field types are supported.
  10. (Optional) Click Settings , to perform the following actions:


    1. Insert the record links record for the client and staff members in the email body.
      Record links for a client can be inserted only for incidents and service requests.
      To remove the hyperliks from the email body, you will have to manually remove the hyperlinks.

    2. Switch Rich Text Format to plain text. To change the format to RTF again, clear the Plain Text check box.

    3. Configure and insert email signatures. 

      In case you have configured the signature in Salesforce, by default the Salesforce signature is displayed in the Email Signature window. However, you must save the signature for the first time to insert it in the email body.

      You must select Insert Signature check box, to insert check box.

      All the settings are stored in the browser cookies; however, the insert link options are stored depending on the selection made for the modules.

  11. To add attachments, click Attach File .
    (Optional) To remove an attachment, click the Cross  icon.

    The total size of all attachments cannot exceed 25 MB.

  12. (Optional) To send an email message in plain text, select Plain Text check box.

     While replying an email message, by default, all email messages are sent in Rich Text Format.

  13. . Click Send.


Considerations

The following points are applicable for the Activity Feed option:

    • A maximum of 12 attachments are shown. If there are more than 12 attachments attached to an email message, to see all attachments, go to the Attachments section of the Activity Feed. You can also view the attachments in the Files section of the record in the Details tab. If you delete some attachments of an email message and then refresh the Activity Feed, the deleted attachments are not shown with the email message. If you delete all the attachments of an email message and then refresh the Activity Feed, the attachments linked with email message are shown as plain text.

    • The duration that is added for any actions is not displayed in the Actions timeline.
    • The files or notes that you upload as Salesforce files from the Details tab are not displayed in the Attachments section.
    • If you encrypt both Name and Email fields of the Contact object, then the typeahead for ToCc, and Bcc fields on Activity Feed does not display results for contacts. If either Name or Email field of the Contact object is encrypted, then the typeahead for ToCc, and Bcc fields on Activity Feed shows the matching results from contacts based on the non-encrypted field.

Related topics

Overview of the Remedyforce Console tab

Troubleshooting issues related to Activity Feed

Customizing forms for the Remedyforce Console tab

Performing actions on incidents

Performing actions on service requests

Performing actions on tasks

Performing actions on problems

Performing actions on change requests

Performing actions on releases


SmartViews

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