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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

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

SettingsDescription
General Console Settings

You can enable the dashboard and QuickViews on the Remedyforce Console tab and configure record locking for all modules.

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

For a selected module, you can reorder or add custom actions in the Actions and Agent Tools menus, change the number of columns on the form, and enable or disable the update of multiple records from the list view. For the Incidents module, you can also configure Smart Suggestions, which displays suggested templates, knowledge articles, and broadcasts for records. For the Change Schedule module, 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.

These settings for a module are applied to all profiles.

Profile Settings 

For a selected module, you can customize a few settings for specific profiles. You can customize the modules that are displayed in the View list, assign different custom layouts for different profiles, and configure the options displayed in the Actions and Agent Tools menus. 

For the Service Requests module, you can also enable users to edit submitted service requests.

Note

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 information about configuring the standalone consoles, see Configuring the Incident Console and Task Console tabs.

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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:

    SettingDescription
    Enable the Console Dashboard and QuickViews

    This option is displayed only if the Enable and Use the Remedyforce Console check box is selected.

    Note: When this check box is selected, the My Dashboard, Shared QuickViews and My QuickViews options are displayed in the View list on 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.

    Record Locking

    To enable 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.
    •  Manual – A 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. Also, if the staff members close the browser or record tab, the record is 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.
  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.

      SettingDescription
      Console LayoutFrom this list, select the number of columns that you want to display on the form.
      Configure Smart Suggestions

      (Only for the Incidents module) To enable and configure smart suggestions, click this button.

      On the Configure Smart Suggestions tab that opens, you can 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.

      Customize Menu

      To reorder or 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.

      Enable multi-record updates in list views

      To disable staff members from simultaneously updating multiple records from the console list views, clear this check box.

      By default, this check box is selected for all modules.

    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:

      SettingDescription

      Allow Access to Console View: <view>

      (For example: Allow Access to Console View: Change Requests)

      To make the list view available to users of the selected profiles, select this check box.

      For example, you can enable the Change Requests list view for the ServiceDesk Change Manager profile only.

      Enable editing of submitted service requests

      (For the Service Requests module only)

      Users of the selected profiles can edit a service request only if no approval is needed or all approvals for the service request are pending or rejected and no change requests or tasks have been created.

      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.

      Available Actions

      From this list, select the Actions menu options that you want to make available to users of the selected profiles.

      By default, all out-of-the-box actions are available for all profiles.

      Available Agent Tools

      From this list, select the Agent Tools menu options that you want to make available to users of the selected profiles.

      By default, all agent tools are available for all profiles.

      Assign Layout

      From this list, select the form layout to display when users create or edit a record on 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.

      To ensure that all custom layouts are shown in the Assign Layout list, click Refresh.

      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

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