Customizing the Remedyforce Console tab

The Remedyforce Console tab enables users to manage all records (incident, problem, task, change request, release, and broadcast) from a single console. Users can also have access to a dashboard and QuickViews, which 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.

The following topics are provided:

• Overview of the Remedyforce Console customization settings
• To customize the Remedyforce Console tab
• To make the change schedule more accessible to users
• Related topics

Overview of the Remedyforce Console customization settings

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

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To customize the Remedyforce Console tab

1. Click the Remedyforce Administration tab.

2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
   Ensure that the Enable and Use the Remedyforce Console check box is selected.

   Note

   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.

3. In the General Console Settings section, configure the following settings based on your requirements:
4. anchorTo configure settings for a module, in the Individual View Settings section, perform the following actions:
   1. From the Console View list, select a module, such as Problems.

   2. Configure the following settings for the selected module based on your requirements. These settings are applied to all profiles.
   3. Click .
   4. To configure settings for another module, repeat step 5a to step 5c.
5. To configure profile-level settings for a module, perform the following actions:
   1. From the Console View list, select a module, such as Problems.
   2. From the For Selected Profiles list, select one or more profiles.
      To set the module-level settings as the default for profiles, select Default Settings for Profiles. The default settings are applied only to profiles for which you have not customized specific settings. Any new profile you create is also assigned the default settings.

   3. Configure the following profile-level settings for the selected module based on your requirements:

      Note

      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 20.13.01.014 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.

      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. 

   4. Click Save.
   5. To configure settings for another profile, repeat step 6b to step 6d.
   6. To configure profile-level settings for another module, repeat step 6a to step 6e.

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To make the change schedule more accessible to users

As a system administrator, you can configure the change schedule to be accessible from the View menu of the Remedyforce Console tab and from the Remedyforce CMDB tab after an upgrade by performing the following actions: 

1.  Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
3. From the Console View menu on the Individual View Settings section, select Change Schedule.
4. From the For Selected Profiles section, select the required profiles of users.
   By default, all the available profiles are selected.
5. Click Save.

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Related topics

Incident-management

Task-management

Problem-management

Change-management

Release-management

Broadcast-management

Using-the-change-schedule