Customizing the Remedyforce Console tab

The general console settings are applied across all modules.

You can use the settings to configure options such as enabling dashboard and QuickViews or enabling console view customization.

If you are upgrading from version 20.15.01 or earlier, you can also enable the segregation of incidents and service requests.

The individual view settings are applied to all profiles for a selected module.

Based on the module that you select, different configuration options are available. For example, for the Incidents module, you can configure record highlighting or for the Change Scedule module you can configure displaying the change schedule from the View menu of the Remedyforce Console and Remedyforce CMDB tabs.

The profile settings are applied to a selected profile for a specific module.

You can configure layouts for a profile or configure the options displayed in the Actions and Agent Tools menus.

Displays the My Dashboard, Shared QuickViews, and My QuickViews options in the View menu of the Remedyforce Console tab. However, the My QuickViews option is displayed only if users have the permission to manage QuickViews or if they own QuickViews that they previously created from the Remedyforce Console or Remedyforce Dashboard tab. For more information, see Adding or editing users.

(Only when the Enable Multiple Layout check box is selected for any view.)

The setting, when enabled, restricts users from viewing those records in Remedyforce Console whose layout types are not assigned to them.

Enables record locking, select one of the following options from the Record Locking list: 

• Automatic—Automatically locks records opened by staff members. The record is not available for any other user to edit. If required, staff members can also lock multiple records by opening the required records.
• Manual—A record opened and locked by a user cannot be edited by any other user.

You must also select the duration for which records are locked for editing. The default lock duration for the Automatic and Manual options is 15 minutes. Staff members can choose to extend the lock duration five minutes before the configured duration ends. If the status of the locked record is changed to CLOSED, the record is automatically unlocked.

For more information about locking a record, see Locking records.

Note: In case of both Automatic and Manual options, locking a record automatically updates the Last Modified Date field of that record.

(Upgrade environments only)

This check box is available only if you are upgrading from version 20.15.01 or earlier. In a new installation of BMC Remedyforce, incidents and service requests are segregated by default.

Organizes or adds options in the Actions and Agent Tools menus. For more information, see Managing the Actions and Agent Tools menus.

To reorder or to add custom actions that are available in the Actions and Agent Tools menus, click this button.

On the Customize Menus:ModuleName tab that opens, you can reorder or add custom actions. For more information, see Managing the Actions and Agent Tools menus.

Displays the Configure Smart Suggestions: Remedyforce Console tab to enable and configure smart suggestions to display suggested templates, knowledge articles, and broadcasts for records. For more information, see Configuring Smart Suggestions for the Remedyforce Console.

Enables configuration of multiple console layouts for the Incidents, Change Requests, and Tasks modules. You can configure the following settings when this check box is selected:

• Assign multiple layouts to different profiles
• Assign a default layout for a profile
• Configure the profiles that can edit the fields of the layouts
• Configure the categories, templates, and status that will be available for each layout

Note:

When you select this check box, the Assign Layout radio buttons are replaced with check boxes that allows you to select multiple layouts for a profile.

Highlighting of Records in List View

Allow Access to Console View: <view>

Makes the list view available to the users of the selected profile.

• Incidents
• Tasks
• Change Requests

Enables editing of a service request by the users of the selected profile.

Note:

If you are upgrading to 20.15.02 and you have not segregated the Incidents and Service Requests modules, to enable editing of submitted service requests from the Remedyforce Console, set the value of the EnableEditSR custom setting to TRUE. This custom setting is available under the Remedyforce Settings.

• The Enable Multiple Layouts check box is not selected:

Displays a list of layouts for the selected profile from which you can select one that is applied to forms when users of that profile create or edit a record in the Remedyforce Console tab.

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.

• The Enable Multiple Layouts check box is selected:

Displays a list of layouts that you can select for the selected profile that will be displayed in the Incidents and Tasks modules. For more information about Multiple Layouts, see Enabling multiple layouts.

You can select a default layout for the selected profile. You can also also create custom layouts and add the required categories and templates to the custom layouts and assign custom layouts to the selected profile. For more information about creating the custom layouts, see Managing custom layouts for console forms.

Note:

To ensure that all custom layouts are shown in the Assign Layout list, click Refresh.

From this 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.

From this 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.