Note

 

This documentation supports the 20.18.02 version of Remedyforce.

To view the latest documentation, click .

Customizing the Remedyforce Console tab

The Remedyforce Console tab enables users to manage records for the following modules:

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

Users can also have access to a dashboard and QuickViews that enables them to view a key set of data and monitor metrics regularly. System administrators can customize the Remedyforce Console tab at multiple levels based on an organization's business requirements.

For more information about customizing the Remedyforce Console tab, see the following sections:

Considerations

  • If you are upgrading from a previous version and have not configured the Remedyforce Console tab, you must also manually configure the Remedyforce Console tab. For more information, see Enabling the Remedyforce Console tab.
  • The Enable and Use the Standalone Consoles check box is available on the Consoles tab only if you enabled the Incident Console and Task Console tabs before performing the upgrade. Otherwise, only the Enable and Use the Remedyforce Console check box is displayed. For more information about configuring the standalone consoles, see Configuring the Incident Console and Task Console tabs.
  • If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later, your profile-specific configurations for the Actions and Agent Tools menu options are retained when you enable the Remedyforce Console tab.

  • If you are upgrading from version 20.13.02.015 or any of its patches, you must manually configure access for the new options in the Actions and Agent Tools menus, based on your requirements.

  • If you are upgrading from version 20.13.01.014 or any of its patches, the new options in the Actions menu (New Action, Attach/View Files, and View Action History) for the Incidents/Service Requests and Tasks console views are selected by default. Similarly, the new option (Service Targets) in the Agent Tools menu for the Tasks console view is also selected by default.

Overview of the Remedyforce Console customization settings

The following table summarizes customizations that are applied across all modules, applied to selected modules, or applied to selected profiles:

SettingsDescription
General Console Settings

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.

Individual View Settings

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.

For Selected Profiles

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.

To customize the Remedyforce Console tab

  1. Click Remedyforce Administration > Application Settings > Consoles.
  2. On the Consoles tab, select the Enable and Use the Remedyforce Console check box.
  3. To configure settings applicable for all modules, select the required settings under the General Console Settings section. For more information about the general settings, see General console settings.
  4. To configure settings for a specific module, click the required module in the Console View drop down under the Individual View Settings section and select the required settings. For more information about the individual view settings, see Individual view settings.
  5. To configure settings for an individual profile, select the profile from the Selected Profiles list and select the required settings. For more information about configuring settings for profile, see Profile settings.
  6. Click Save.

General console settings 

You can configure the following settings under this section.

SettingDescription
Enable the Console Dashboard and QuickViews

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.

Enable SmartViewsIntegrates and displays the SmartView button on all the Remedyforce Console forms. For more information, see Configuring SmartViews.
Enable Activity FeedDisplays the Activity feed option on all the forms on the Remedyforce Console. For more information, see Customizing forms for the Remedyforce Console tab.
Enables the staff member to change the columns appearing in the Remedyforce Console list view and also to order the columns. For more information, see Configuring columns in a list view in the Remedyforce Console.
Display Salesforce SidebarDisplays or hides the Salesforce sidebar on the Remedyforce Console tab including all the modules in the View menu and all the Remedyforce Console forms. For more information, see Hiding the Salesforce sidebar on the Remedyforce Console.
Enable Layout Type validation for record access

(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.

Restrict access when the staff user is the client of that record

(Only for incidents and service requests)

Restricts access to records in Remedyforce Console if the user is the client for those records.

For more information about restricting access to records, see Restricting access to records for which the staff user is the client.

Record Locking

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.
  • ManualA 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.

Segregate Incidents and Service Requests

(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.

 Tabs on which incidents and service requests are segregated
  • Remedyforce Console:
    • In the View list, incidents and service requests are displayed as separate modules.
    • In the Global Search window (Agent Tools > Knowledge Search), incidents and service requests are displayed on separate tabs.
    • In the Record Details section, if users click an incident or service request record from the Launch Console column, the record is opened in another tab with the appropriate prefix (IN for incidents and SR for service requests).
    • The Agent Tools menu on the Service Request form displays the Service Request Matching option, and the Service Request Matching window displays only service requests. The Agent Tools menu On the Incident form displays the Incident Matching option and the Incident Matching window displays only incidents.
    • In list views, users must create separate filters for the Incidents and Service Requests modules. New filters for the Service Requests module must have a prefix of SR - (for example, SR - My Service Requests).
  • Remedyforce Administration: On the Application Settings > Consoles page, the Console View list displays separate options for incidents and service requests. The Service Requests option enables you to customize layouts, columns, and the Actions and Agent Tools menu options for the service request form in the Remedyforce Console.
  • Remedyforce CMDB:
    • On the Details tab of the Instance Editor, incidents and service requests are displayed as separate modules.
    • In the CMDB Explorer, the linked incidents and service requests are displayed on separate tabs.

Individual view settings 

Configure the following settings for the selected module based on your requirements. The following settings are applied to all profiles for the selected module.

SettingDescriptionModules applicable to
Customize Menu

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.


All modules except the Change Schedule module
Configure Smart Suggestions

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.


Console LayoutThe number of columns that are to be displayed on the form.
Enable multi-record updates in list view

Enables staff members to simultaneously update multiple records from the console list view.


Enable Multiple Layouts

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.

Incidents, Change Requests, and Tasks modules

Highlighting of Records in List View

Highlight New RecordsEnables highlighting of new incidents and service requests in Bold format and in the selected color. For more information, see Highlighting new and updated incidents and service requests in list views.
Highlight New ActionsEnables highlighting of updated records in the selected color. For more information, see Highlighting new and updated incidents and service requests in list views.

Profile settings 

You can configure the follwoing settings for a profile.

SettingDescriptionModules applicable to

Allow Access to Console View: <view>

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


All except the Change Schedule module
Allow Changing of Layout on EditEnables changing of the layout type when users edit the records.
  • Incidents
  • Tasks
  • Change Requests
Enable editing of submitted service 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.

Only for the Service Request module
Assign Layout
  • 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.

All modules except the Change Schedule module

Sets the default layout type that is assigned to new records. The option is available only when the Enable Multiple Layouts check box is selected.
Available Actions

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.

All modules except the Change Schedule module
Available Agent Tools

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.

All modules except the Change Schedule module
Displays the Change Schedule on the Remedyforce Console and Remedyforce CMDB tabDisplays the Change Schedule in the View menu of the Remedyforce Console tab and the Remedyforce CMDB tab for the profiles that you select in the For Selected Profiles list.Only for the Change Schedule module

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Related topics

Enabling multiple layouts

Managing custom layouts for console forms

Incident management

Task management

Problem management

Change management

Release management

Broadcast management

Using the change schedule

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