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Configuring settings for Service Desk on Salesforce1 Mobile App

You can configure the following in Service Desk on Salesforce1 Mobile App (Service Desk mobile app), which is for staff members:

The following interactive graphic provides information about configuring settings for Service Desk on Salesforce1 Mobile App, which is for staff members. (The graphic may take a few seconds to load.)

The following table lists the steps to configure the list views and Incident and Task forms and any considerations that you must know while configuring:

GoalDetails
Configure list views

You can configure list views by adding or deleting fields from the Salesforce1 - List View field set.

This field set is available in the objects of the records whose list view you are configuring. The following table lists the list views that can be customized and the objects in which the Salesforce1 - List View field set is available:

List viewObject
IncidentsIncident
TasksTask
List of CIs and assets linked to an incidentBase Element

To configure list views, perform the following actions:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Objects list, select the object whose list view you want to configure, and then click Field Sets.
  4. In the Field Sets section, in the Action column for the Salesforce1 - List View field set, click Edit.
  5. From the object palette, drag the preferred fields to the In the Field Set list.
    The order in which fields appear in the custom form depends on the order in which the fields are arranged in the In the Field Set list. You can rearrange the fields by dragging.
  6. (Optional) To remove the selected fields, click the x button that appears on the field name.
  7. Click Save.

Considerations

  • Incidents and Tasks list views
    • Name, Status, and Priority are static fields.
    • BMC recommends that you add only five other fields to the Salesforce1 - List View field set for Incident and Task objects. If you add more than five fields, only the static fields (Name, Status, and Priority) and the first five fields that you have added are displayed in list views.
    • If you add the Description field to the field set, the label is not displayed.
  • Configuration Items and Assets list views
    • The Instance Name and Class Name are static fields.
    • BMC recommends that you add only 10 other fields to the Salesforce1 - List View field set of the Base Element object. If you add more than 10 fields, only the static fields (Instance Name and Class Name) and the first 10 fields that you have added are displayed in the list view.
Session TimeoutBased on the value in the Timeout Value list in the Session Timeout section that you configure, if a staff member leaves the application inactive, the application session times out. The staff member must reload the application from the Navigation menu. By default, the time out value is 2 hours. To configure the Session Timeout value, navigate to Setup > Security Controls > Session Settings.
Forms
Incident and Task

A field set is added to the objects to enable you to customize the fields that are shown in the Service Desk mobile app.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Objects list, select the required object, and then click Field Sets.
  4. In the Field Sets section, in the Action column for the required field set, click Edit.
    For Incident or Task, the field set is Salesforce1 - Incident Details or Salesforce1 - Task Details.
  5. From the object palette, drag the preferred fields to the In the Field Set list.
    The form displays all fields that are added to the In the Field Set list. The order in which fields appear in the custom form depends on the order in which the fields are arranged in the In the Field Set list. You can rearrange the fields by dragging.
  6. (Optional) To remove the selected fields, click the x button that appears on the field name.
  7. Click Save.

Considerations

  • Dependent picklist and Text Area (Rich) type fields are not supported.
  • BMC recommends that you add no more than 20 fields to the Salesforce1 - Incident Details and Salesforce1 - Task Details field sets. If you add more than 20 fields, only the first 20 fields that you added are displayed on the Incident and Task forms.
  • The Service Desk mobile app is specific only to incident and task management. If you add the Request Definition field to the Salesforce1 - Incident Details field set, the field does not work.
CIs or assets

The form to edit CIs or assets is displayed when a staff member selects a CI or asset linked to an incident. To customize the fields shown for the CIs or assets, the field sets used are same as the field sets used in the Instance Editor in the Remedyforce CMDB tab. For more information, see Adding or removing fields on the Instance Editor in CMDB 2.0.

Consideration

  • Dependent picklist and Text Area (Rich) type fields are not supported.
 

Related topics

Overview of Service Desk on Salesforce1 Mobile App

Enabling Service Desk on Salesforce1 Mobile App

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