Overview of the Remedyforce Console tab

The Remedyforce Console tab is an integrated console that provides access to the Incident, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts modules. The main benefit of the Remedyforce Console tab is that it enables you to manage all records (incident, problem, task, change request, release, and broadcast) from a single console. The Remedyforce Console tab also provides a dashboard and QuickViews that enable you to view a key set of data and monitor metrics regularly.

For information about working with records or QuickViews and using the dashboard on the Remedyforce Console tab, see the following topics:

Navigating the Remedyforce Console tab

The following table describes the Remedyforce Console tab:

Feature	Description
View	The View menu provides access to records from different modules (Incidents, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts). System administrators can configure the modules that should be available for different profiles in the View menu. The View menu also displays My Dashboard, My QuickViews, and Shared QuickViews if the system administrator configured these options for your profile. You can also perform the following actions from the View menu: Pin a view: You can pin a module's view by clicking the Pin icon . When you pin a view, that view is displayed as the default view whenever you revisit Remedyforce Console. Note that you can pin only one view at a time. In case if none of the view is pinned and you visit Remedyforce Console, then the view that was in the first tab in your previous visit to Remedyforce Console is displayed. Display multiple views: You can also turn on Display Multiple Views to view the selected module in a separate tab. When Display Multiple Views is on, the views are always opened in adjacent tabs and records are opened in the subsequent tabs.
Tabs	Each record is opened in a different tab within the Remedyforce Console tab. To identify the module for which a new record is being created, the following prefixes are added to the tab name: Incidents—IN: New Service Requests—SR: New Tasks—TS: New Problems—PR: New Change Requests—CR: New Releases—RM: New Broadcasts—BR: New On the Remedyforce Console tab, you can open a maximum of 15 tabs. Each tab uses 30 to 50 MB of RAM, and your computer must have at least 1 GB of available RAM to open 15 tabs. To ensure that the performance of the BMC Remedyforce application is not impacted, close the tabs that you do not require. Note: When you create a QuickView, the tab name is Create New QuickView and it does not have a prefix.
Record IDs	You can identify the module of a record that is opened in a tab based on the prefixes that are added to the record ID: Incidents—IN Service Requests—SR Tasks—TS Problems—PR Change Requests—CR Releases—RM Broadcasts—BR A few examples of record IDs are IN0009757 (incident record), TS0009768 (task record), and CR00009878 (change request record). When you open a QuickView, the tab name is the QuickView name without a prefix.
Keyboard shortcuts	You can use keyboard shortcuts to perform a few common actions on the Remedyforce Console tab. For more information, see Keyboard shortcuts in the Remedyforce Console.
Details	From Details, linked records are opened in a separate tab within the Remedyforce Console tab. Note: The Standard Layout buttons might not work in the Details tab.
Chatter	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.
Broadcasts	Broadcasts on the Remedyforce Console tab have the following features: The broadcast ticker is available and enables you to follow or unfollow broadcasts on Chatter by clicking View and follow broadcasts in Self Service 2.0. You can link multiple incidents to a broadcast by clicking Link to Broadcast. You can view the active broadcast as a running ticker beside the View and follow broadcasts. For more information about broadcasts, see Broadcast management. Note: The broadcast ticker displays only the first 255 characters of the broadcast message followed by an ellipses if the message is very long. To view the entire broadcast message, you must click View and follow broadcasts and select the required broadcast.
List view	By default, all records are displayed in the list view. The record list displays a maximum of 10,000 records. The list view for incidents and service requests includes icons to provide additional information about the records. For more information, see Icons in the list view for incidents and service requests. You can perform the following task in a list view: Resize column widths in list views. The configured column widths are saved for the browser and the computer from which you log on. These settings are saved even if you logout and log in back again using the same browser or computer. Additionally, if another user uses the same browser on the same computer, the saved column widths are shown. Note: If you or the system administrator adds new columns in the list view, you must manually adjust the width of the newly added columns. Also, if you remove an existing column from the list view, the width of the remaining columns remains as is. Select and order the columns in the list views by clicking . This functionality is also applicable for the following views: Incident Matching in Smart Suggestions and Agent Tools Lookups in the Remedyforce Console and in Self Service 2.0 Incident Time Tracking Report Supporting Information Note: If your system administrator has enabled this option, you can select up to 15 fields to be displayed in the list view. Create or edit a custom list view based on your requirements. Note: To show only incidents in the All filter in the Incidents module, add the following condition: Is Service Request equals False and remove the following condition, if exists: Type equals Incident. For more information, see Filtering records in list views . Assign open incidents and service requests to yourself or to others. For more information, see Change owner. Filter records using the Advanced Filtering feature. For more information about advanced filtering, see Using advanced filtering. System administrators configure the autorefresh time for the list view. Note: If your list view returns more than 2000 records and you perform sorting on a text or a look up field, you might see duplicate records in between pages. For more information the offsetting records, see Salesforce Help .
Highlighting of incidents and service requests	You can view new and updated incidents and service requests in a bold format and highlighted with different colors. For example, all new records are highlighted in a shade of the blue color and all updated records are highlighted in a shade of the orange color. The highlighting of incidents and service requests must be enabled by system administrators.
Custom actions	Any custom action that the system administrator has added is displayed as a button above the related lists.
Search	To search for records matching specific keywords, you can use the Search box on the Remedyforce Console tab. For information about the supported field types, examples of how the search operation works, and the procedure for performing the search, see Searching for records in the list views. You can also perform a search in the Matching Incidents, Link <object>, and lookup windows in all forms in the Remedyforce Console. The search operation looks for your keywords in 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. The search operation matches your keyword with the initial characters of any value in a field. Therefore, ensure that you always provide the correct initial characters for the value for which you are searching. For example, say that 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.
Additional work space	On the Remedyforce Console tab, you can increase the space that is available for working with records by hiding the tabs. Click the icon and use the additional space for working with the records. If you use the icon to hide the tabs and you log off from the BMC Remedyforce application, the additional space is available the next time you log on and access the Remedyforce Console tab.
Chat Status	If your system administrator has enabled Remedyforce Chat, you must set your status as Available to accept client chat requests. If you are chatting with a client, your status is updated to Busy. To not receive chat requests, set your status as Offline. It takes sometime to commit your Offline status in the application. Immediately after you set your status as Offline, if a client sends a chat request, you might receive the request.
My Dashboard and QuickViews	Your system administrator can configure the dashboard and QuickViews in the Remedyforce Console. A QuickView is a query to retrieve key data. You can view a set of predefined QuickViews that are provided out of the box or shared by other users. You can also create specific QuickViews that are designed to meet your business needs. The dashboard, which is a collection of QuickViews, enables you to view a key set of data in one place and monitor metrics regularly. Each user can configure the QuickViews that are displayed on their dashboard. If your system administrator has given you the appropriate permissions, you can also perform the following actions from the View menu: Create QuickViews and share them with other users Copy QuickViews that are created by you or other users Delete QuickViews that are created by you For more information about using and managing the dashboard and QuickViews in the Remedyforce Console, see My Dashboard and QuickViews management.
Lock records	You can lock records that you are working on so that any other user cannot be edit it.
Provide feedback BMC Remedyforce Application	You can provide feedback about the BMC Remedyforce Application.
Salesforce sidebar	You can now view the Salesforce sidebar on clicking the Remedyforce Console tab. This sidebar is also displayed on all the Remedyforce Console forms.

Updating multiple records

To be able to update multiple records for any of the modules, the Enable multi-record updates in list views check box for the required record console views must be selected in the Remedyforce Console tab settings. For more information, see Customizing the Remedyforce Console tab.

Click the Remedyforce Console tab.
From the View menu, select the required module.
Select the check boxes for the records that you want to edit, and click Update.
You can update only 200 records at the same time.
From the Field list, select the field that you want to update for the selected records.
Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.
Enter or select a value for the selected field.
Click Apply.
You can update one field of multiple records at the same time.
To update another field of multiple records, repeat step 4 to step 6.
Click OK.

To change the owner of records

You can assign a record to yourself through the option Assign to me or you can assign the record to any other staff user through the option Assign to others.

Based on whether the queue and user assignment feature is enabled through Remedyforce Administration > Application Settings > Record Assignment, the records are assigned as follows:

If the queue and user assignment featureis disabled and Assign to me option is used, all records are assigned to you.
If the queue and user assignment feature is enabled and the Assign to me option is used, records are assigned to you only if you are a member of the queue.
- If you are a member of the record queues and you click the Assign to me option, the records are assigned to you (the queue remains unchanged and the Staff field is updated).
- If you are not a member of the record queues and you click the Assign to me option, an error message is displayed and the assignment is not complete. However, you can modify a record manually to take the ownership of the record.

Perform the following steps to change the record owner:

In the list view, select the records for which you want to change the owner.
Click Change Owner and select one of the following options:
- Assign to me
- Assign to others

Searching for records in the list views

In the list views on the Remedyforce Console tab, you can filter records based on specific keywords that you provide in the Search box. The following table lists the field types that the Search feature supports.

Field types	Supported by the Search feature
Email Name Long Text Area Lookup (Only the Lookup type fields that are available in the list view are included in the search) Phone Rich Text Area Text Text Area	Yes
Date and Time Formula Number Rollup Summary	No

Notes

In a field of type Lookup, only the Name field is searched. For standard objects, such as User or Case, where the Name field is not present, unique identifier of the objects, such as User Name or Case Number are searched. It is required that the field is present in the list view where you are searching.
If a pure number is used in the searchbox, it will not search the number in User lookups.

The following table lists points to consider when specifying keywords in the Search box.

Consideration

Example

The search operation matches your keyword with the initial characters of any value in a field. Therefore, ensure that you always provide the correct initial characters for the value for which you are searching.

You are searching for John but you enter ohn.

All records that contain ohn (including, for example, Johns or Johnson) are displayed.

If you enter multiple values (separated by a space), the search operation looks for all these values in a field. The values do not need to be in the same order as you have specified.

You enter iPhone connection issues.

The search results display a record that contains the following sentence: The customer has the latest version of the iPhone but is encountering connection issues. However, another record that contains the following sentence is not displayed: The customer is facing some connection issues.

If you enclose the keywords within double quotation marks (" "), the search operation performs an exact match for the keywords that you have specified.

You enter "iPhone connection issues".

The search results display a record that contains the following sentence: The customer is encountering iPhone connection issues. However, the search results do not display two other records that contains the following sentences, The customer is facing some connection issues and The customer has the latest version of the iPhone but is encountering connection issues.

To search for records in a list view

Click the Remedyforce Console tab.
From the View menu, select the appropriate module, such as Incidents.
In the Search box in the list view, specify the search keywords.
The Search within the filtered view: viewName check box is displayed only after you enter a keyword.
(Optional) To search within only those records that are available in the filtered list view, select the Search within the filtered view: viewName check box.

By default, search is performed on all records that belong to the selected module in the list view. However, your system administrator can configure the default value of the Search within the filter view: viewName check box.
To perform the search, click .
A maximum of 2,000 records are displayed in the search results.

Icons in the list view for incidents and service requests

In the list view, the Due Date Progress column uses icons to display the status of incidents and service requests. The following table describes the icons that are used in the Due Date Progress column:

Icon	Description
	The due date of a record has passed.
	More than 50% of the available time remains before the due date.
	Less than or equal to 50% of the available time remains before the due date.
	The due date of a record has been met and the record is closed.
	The due date of a record has not been met and the record is closed.

Note

The traffic light icons indicate the status of incidents and service requests based only on the Opened Date and Due Date fields. These icons do not indicate the status based on the SLAs applied to the incidents or service requests.

The New Incident and VIP columns also use icons to provide additional information about the records, as described in the following table:

Column

Icon

Description

New Incident

An incident is treated as a new incident until you perform any of the following actions:

Change the status of the record
Select Responded from the Actions menu
Perform an action by selecting New Action from the Actions menu (except receiving a client note or sending/receiving an email message)

For example, when a client submits a ticket from Self Service, it gets assigned to the default queue. This is a new incident and is displayed as highlighted to all the staff members who have access to the record. A highlighted incident indicates that no action has been performed on it yet. If one of the staff members opens the incident and updates a field, such as Category or Impact, it is still considered as a new incident. However, if a staff member responds to the client and updates the Responded Date field of the incident, the New Incident flag is cleared to indicate that an action has been performed on the incident.

VIP

If a record is created for a VIP client, the icon is displayed in the VIP column. To mark a client as a VIP, contact your system administrator to add the VIP field in the Main Panel field set of the User object (Setup > Customize > Users > Field Sets). When the system administrator adds the VIP field to the Main Panel field set, the VIP field is displayed on the Client form (Remedyforce Administration > Manage Users > Clients).