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Enabling assignment of records to both queues and staff members

By default, each record can be assigned to either a queue or a staff member. Also, staff members can view the records that are assigned only to them and not to their queue. The queue and user assignment feature enables shared ownership (Queue field) as well as individual assignment (Staff field) for a record simultaneously.

When you enable the queue and user assignment feature (Remedyforce Administration > Application Settings > Record Assignment), staff members can perform the following actions:

  • Assign a record to a queue and staff member simultaneously.
    The staff member must belong to the selected queue.
  • View and work on records that are assigned to their queue, even though the records are not assigned to them.

To use the queue and user assignment feature, select the Enable Queue and User Assignment check box on the Remedyforce Administration > Application Settings > Record Assignment page. When you select this check box, the Queue and Staff fields replace the Owner field in the Assignment Details section of the forms in the Remedyforce Console.

When the Owner field is replaced with the Queue and Staff fields, you must update existing QuickViews, email alerts, reports, and other settings where the Owner field is used. The following table lists the actions that you must perform to use the Queue and Staff fields instead of the Owner field in existing QuickViews, email alerts, reports, and other settings.

ActionDetails
Modify existing custom QuickViews where records are filtered according to the owner of the record.Modifying QuickViews to use the Queue and Staff member assignment option
Modify existing email alerts.Modifying email alerts to use the Queue and Staff assignment option
Modify existing reports.Modifying reports to use the Queue and Staff member assignment option
Enable Chatter feed tracking for the Staff field.Salesforce Help

(Only for Service Desk on Salesforce1 Mobile App) Ensure that you add the Staff and Queue fields to the following field sets:

  • Salesforce1 - Incident Details (Incident object)
  • Salesforce1 - Task Details (Task object)
Configuring Service Desk on Salesforce1 Mobile App
While creating templates, BMC recommends that you set the following values:
  • Owner = Queue
  • Staff = Staff member
Managing templates

(Only for the Salesforce page layout) Add the Edit Layout > Visualforce Pages > StaffAssignmentPage to the Staff Assignment Details section.

This action is applicable for Incident, Change Request, Problem, Broadcast, Release, and Task forms.

Note: To avoid displaying white space on the form, you must adjust the height of the StaffAssignmentPage component. BMC recommends that you remove the Owner field from the Staff Assignment Details section.

None

Note

When this feature is enabled, the number of assigned records that are displayed in the Action Item portlet (on the Remedyforce Dashboard tab) are based on the Owner or Staff field value. When this feature is disabled, the record count is based on the Owner field value.

Modifying email alerts to use the Queue and Staff member assignment option

You must modify the existing email alerts to send the email message to the staff member instead of the owner of the record.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Email Alerts.
  3. In the Action column, click Edit beside the email alert that you want to edit.
  4. From the Recipient Type list, select Related User.
  5. In the Available Recipients list, select Related User: Staff.
  6. Click the right arrow to move Related User: Staff to Selected Recipients list.
  7. (Optional) Click left arrow to remove Owner field from Selected Recipients list.
  8. Click Save

You must modify the following email alerts to use the Queue and Staff member assignment option:

Email Alert

Object

Notifies the Owner on Status Change

Release

Notify change request owner when final task linked to change request is closed

Change Request

Notify incident owner when change request linked to incident is closed

Note: For this Email Alert, Selected Recipient is Incident Owner. All the staff members of the queue receive an email message.

Incident Change Link

Notify incident owner when final task linked to incident is closed

Incident

Notify owner on release status change

Release

Notify owner when the status is marked as failed

Release

Notify problem owner when change request linked to problem is closed

Note: For this Email Alert, Selected Recipient is Owner User.

Change Problem Link

Notify the owner on new release creation

Release

notify_assign_to_on_ticket_followup

Incident

notify_assign_to_on_ticket_reopen

Incident

notify_staff_of_incident_due_in_1_hour

Incident

notify_staff_of_incident_nearing_due_date

Incident

notify_staff_when_an_task_is_reopened

Task

notify_staff_when_a_task_has_been_assigned_to_them

Task

notify_staff_when_incident_is_assigned_to_them

Incident

notify_staff_when_incident_is_created

Incident

notify_staff_when_no_action_has_occurred_for_24_hours

Incident

Modifying reports to use the Queue and Staff member assignment option

You must modify the existing reports to display the results according to the owner field.

  • For reports where the results are summarized according to the Owner field – You must modify the report to summarize the information by Staff column. You can also subgroup the records according to the Owner field followed by the Staff field. You must modify the Tasks by Staff 2.0 (My Tasks) out-of-the-box report and other custom reports, wherever applicable.
  • For reports where Owner field is displayed – You must add the Staff column to display the staff member to whom the record is assigned. You must modify the following out-of-the-box reports and other custom reports, wherever applicable:
    • Changes by Category
    • Changes by CI Class
    • Clients 2.0
    • Incidents Closed by Knowledge Articles
    • Priority 1 Incidents
    • Problems by Category
    • Problems by CI Class
    • Problems by Client 2.0
    • Release Risk And Impact By Start Date
    • Releases By Calendar Date Range
    • Releases Scheduled By CI Class Name
  • For reports where My Records (Owner ID = Me) are displayed – If the Remedyforce Administration > Application Settings > Record Assignment > Queue and User Assignment check box is selected, records where the owner field value is same as the queue value, are not displayed correctly in the results. You must customize the reports and select All Incidents in the Show list.

To modify reports to display My Records (Owner ID = Me)

  1. Click the Reports tab.

    Note

    If the Reports tab is not visible, click All Tabs, and click Reports.

  2. From the Folders list, select BMC Remedyforce.
  3. In the Name column, click the required report.
  4. Click Customize.
  5. In the Show list, select All Incidents.
  6. Click Save.

     Modify out-of-the-box reports and other custom reports, wherever applicable.

     You must modify the following out-of-the-box reports and other custom reports, wherever applicable:

    • Incidents Closed by Knowledge Articles
    • Priority 1 Incidents
    • Problems by Client 2.0
    • Release Risk And Impact By Start Date
    • Releases By Calendar Date Range
    • Releases Scheduled By CI Class Name
    • Categories
    • Incidents Closed Before Due Date
    • Outage Hours based on Business Hours
    • Service Request Fulfillment
    • Service Request Input Details
    • Tasks by Staff 2.0
    • Total Time Spent Per Incident 2.0
    • Service Request Cost Reporting

     However, you can add a filter condition in reports to display records that are assigned to a specific staff member.

Modifying QuickViews to use the Queue and Staff member assignment option

You must modify the custom QuickViews where records are currently displayed according to the Owner of Record. For the Staff lookup, there are two options while creating a query:

  • Me
  • Select Staff

For example, to display incidents assigned to myself, my queues, and the members of my queues, perform the following tasks:

  1. Click the Remedyforce Console tab.
  2. From the View menu, select My QuickViews or Shared QuickViews.
  3. From the list of QuickViews, click  for the QuickView that you want to edit.
  4. On the General page of the QuickView wizard, click Next.
  5. On the Edit Query page, in the Query Conditions section, define the conditions that filter the records according to the Owner ID or Staff. You might need to modify the color coding conditions in a similar way.
  6. Click Save.

Related topics

Configuring record assignment

Record assignment settings

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