Managing custom layouts for console forms

When users create or edit a record on the Remedyforce Console, Incident Console, or Task Console tab, the form displays a default layout. The default layout (<object name> Console Default Layout) includes predefined sections and fields for capturing the record details.

Note

You can create custom layouts for Incidents, Service Requests, Problem, Change Request, Release, and Broadcast forms only if you have selected the Enable and Use the Remedyforce Console check box.

You can create custom layouts to customize the sections that are displayed on the console form for different profiles. When you create a custom layout, you can perform the following actions:

  • Define the sections (custom and console-related field sets) that are displayed on the form.
  • Define the order in which the sections are displayed on the form.

To customize the page layout for users, perform the following actions:

  • Create new field sets with the required fields or update the existing field sets with the fields that you need. For more information, see Creating or editing a custom layout.
  • Create a new page layout or modify an existing page layout by using the out-of-the-box or custom field sets.
  • Assign the modified out-of-the-box or custom page layout to the profiles of the users. For more information, see Customizing the Remedyforce Console tab.

For example, the IT department of a company has two separate groups to handle incidents related to hardware and software assets. Each group needs to capture a different set of details while creating an incident. To customize the Incident form that is displayed for each group, you can perform the following actions:

  • Create two custom field sets (Software Details and Hardware Details) on the Incident object, and add the required fields in the field sets.

  • Create two custom layouts for the Incident form. In the custom layout for the software group, add the Software Details field set. In the custom layout for the hardware group, add the Hardware Details field set.
  • Assign the custom layouts to the profiles of the two groups.

The Incident form on the Remedyforce Console and Incident Console tab displays the Hardware Details section for hardware group members only, and the Software Details section for software group members only.

Any changes that you make to the default layout are available for all profiles.

The following video (3:41) shows how to create a custom form for a specific profile.

https://youtu.be/CbfmCJv53I4

Creating or editing a custom layout

You can create a custom layout for the Incident, Service Request, Task, Problem, Change Request, Release, and Broadcast forms on the Remedyforce Console, Incident Console or Task Console tab.

Note

The Incident Console and Task Console tabs are available only if you enabled them (by selecting the Enable and Use the Console check box) before upgrading to BMC Remedyforce 20.14.01 or later.

The custom layout for the Incident, Service Request, Task, Problem, Change Request, Release, and Broadcast forms can include out-of-the-box, console-related field sets or any custom field set that are created on the particular object.

Note

Before you create custom field sets and layouts, review the existing fields on the object. Based on your requirements, you can create additional custom fields. For information about creating custom fields, see Salesforce help.

You can create a custom field set for an object and then add it to the console form.

For incidents and service request forms, add custom field sets to the Incident object. You can use the following field sets for the incident forms:

  • Console - Client Details
  • Console - Date and Time
  • Console - Incident Details
  • Console - Service and CI
  • Console - Status and Priority
  • Console - Assignment Details

Use the following out-of-the-box field sets for service request forms:

  • Console - Service Request Detail (selected out of the box)
  • Console - Assignment Details (selected out of the box)
  • Console - Client Details
  • Console - Date and Time
  • Console - Incident Details
  • Console - Service and CI
  • Console - Status and Priority

Note

For the custom field sets that are specific to service requests, BMC recommends you to prefix field set names with "Console_". 

To create a custom field set

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click the required object, such as Incident.
  3. On the Custom Object page, in the Field Sets (BETA) section, click New.
  4. Enter the label and name of the field set.

    Note

    The label of the custom field set is displayed as the section header on the object form, and cannot be localized. Custom labels are used to display the section headers for the out-of-the-box console-related field sets, and are localized in all supported languages.

  5. In the Where is this used? box, describe where and how the field set is used.
  6. Click Save.
  7. To add fields to the field set, drag the required fields from the object palette to the In the Field Set list.
    All fields that are added to the In the Field Set list are displayed on the Incident form. The order in which fields appear in the form depends on the order in which the fields are arranged in the object palette. You can rearrange the fields in the Field Set list by dragging.
    For information about the points that you must consider when adding fields to the custom or console-related field sets, see Adding or removing fields on a form.
  8. Click Save.
  9. Repeat step 3 to step 8 to create additional field sets, based on your requirements.
    Based in your requirement, repeat step 2 to step 8 to create additional field sets for the required objects (Incident, Task, Problem, Change Request, Release, and Broadcast ).

To create or edit a custom layout 

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. Perform one of the following actions:
    • If the Enable and Use the Remedyforce Console check box is selected, from the Console View list, select the required console view, such as Incidents/Service Requests.
    • If the Enable and Use the Standalone Console check box is selected, from the Console list, select the required console, such as Incident Console.
  4. In the Assign Layout section, click Create/Edit Layout.
  5. On the Layout: <object nametab, perform one of the following actions:
    • To add a custom layout, click New.
    • To edit an existing custom layout, select the required custom layout from the Layout Name column.
  6. In the Layout Name box, specify the name of the custom layout.
  7. If you have enabled the multiple layout feature for a profile, perform the following actions:
    • Click Assign Categories to assign categories to the layout.
    • Click Assign Templates to assign templates to the layout.

    • Click Assign Status to assign status to the layout.
      Following are the default status assigned to the layout:
               - Open
               - Closed
               - Link Status (Only for Incidents)

      Note

      Note that you can edit categories,templates, and status for out-of-the-box layouts.


  8. From the Available Field Sets column, select the required field sets and add them to the Selected Field Sets column.
    You can add a maximum of 10 field sets to a layout. For information about the out-of-the-box field sets for objects, see Overview of field sets.

    Note

    The Assignment Details field set contains the Queue and Staff fields, and enables the staff and queue assignment functionality. It is not available as a field set on the Incident object and you cannot add fields to this field set.

  9. To configure the display order of the field sets on the form, use the arrow icons to order the field sets in the Selected Field Sets column.
  10. Click Save.
  11. Repeat step 3 to step 9 to create or edit the custom layout for the other required console views.
    On the Consoles tab, to show the new custom layout in the Assign Layout section, click Refresh. You can then assign the new custom layout to the required profiles. For more information about assigning the custom layout to a profile, see Customizing the Remedyforce Console tab.

Deleting a custom layout

You can delete custom layouts based on your requirements. If you delete a custom layout that is assigned to a profile, the default layout for the Incident, Task, Problem, Change Request, Release, and Broadcast forms (<object name> Console Default Layout) is assigned to that profile.

Note

BMC recommends that you delete custom layouts that are no longer required in your organization.

To delete a custom layout

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. Perform one of the following actions:
    • If the Enable and Use the Remedyforce Console check box is selected, from the Console View list, select the required console view, such as Incidents/Service Requests.
    • If the Enable and Use the Standalone Console check box is selected, from the Console list, select the required console view, such as Incident Console.
  4. In the Assign Layout section, click Create/Edit Layout.
  5. On the Layout: <Object> tab, from the Layout Name column, select the custom layout that you want to delete.
    You cannot delete the default layout for a form.
  6. Click Delete.

Related topics

Customizing the Remedyforce Console tab

Managing custom layouts for console forms

Enabling multiple layouts

Incident management

Task management 

Problem management 

Change management

Release management

Broadcast management


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