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Managing the Actions and Agent Tools menus

You can enable staff members to access custom URLs on the Remedyforce Console tab by configuring custom actions. Staff members can access these custom actions from the Actions or Agent Tools menu. For example, you can create a custom action, Launch Wikipedia, to enable staff members to launch http://en.wikipedia.org/w/index.php.

After creating custom actions, you must assign these actions to a profile. The custom actions will be available to users of the selected profiles only.

You can create a custom action to launch the URL in a browser tab or a browser window.

When a custom action is launched, the launch parameters are appended to the URL; for example, http://en.wikipedia.org/w/index.php?search=Hardware.

You can add absolute URLs, such as http://www.yahoo.com/, is a URL or resource that access an external system that is not part of the current application.

The custom actions are shown alphabetically at the end of the Actions or Agent Tools menu after a separator.

Note

The custom actions that you create for the Actions or Agent Tools menu of the Incidents or Service Requests modules are shown for both modules. However, you can configure which options you want to show in which module. 

The following topics are provided:

To add a custom action to the Actions or Agent Tools menu

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. On the Consoles page, from the Console View list, select the view (for example, Change Requests) to which you want to add the custom action.
  4. Click Customize Menu.
  5. On the Customize Menus: <Selected view name> page, click Custom Actions and Agent Tools.
  6. From the Menu list, select the menu to which you want to add the custom action.
  7. In the Name field, enter a name for the custom action; for example: Launch Wikipedia.
    This name is displayed to the user in the Actions or Agent Tools menu of the selected view.

    Note

    BMC recommends that you enter the name of the action in the <action> <URL or website name> format; for example, Launch Wikipedia.

  8. In the Description field, enter a description for the custom action.
  9. In the Launch URL field, enter the URL that you want to access.
    You can also add a URL to a page in BMC Remedyforce by entering Visualforce page name in the field. A preview of the URL is displayed in the URL Preview field.
  10. From the Launch In field, select an appropriate option to launch the URL.
    You can select to launch the URL in one of the following ways:
    • Browser tab -- When the user launches the custom action, the URL opens in a new browser tab.
    • Browser window -- When the user launches the custom action, the URL opens in a new browser window.
  11. In the Launch Parameters section, enter the name of the launch parameter.
    You can select a field on a form, and the value of the field is used when the URL is launched. Alternatively, you can enter a constant value to be used as the value of the parameter. For example, search is a parameter name that can have a field value or a constant value.
  12. Perform one of the following actions:
    1. To select a field of the object as the value of the parameter, select the field from the Select Field list.
    2. To enter a constant value, select the Enter Constant option button, and enter the value in the text box.
      For example, to enter a dynamic parameter, enter search as the parameter name, and select the required field name (for example, Profile.Name) from the option list. To enter a static parameter, enter search as the parameter name, select the Enter Constant option button, and enter hardware in the text box.
    3. Click Add.
      A preview of the URL is displayed in the URL Preview field. If you enter more than one parameter in the URL, the parameters are concatenated with an ampersand (&) in the URL.
    4. (Optional) To clear values in the Parameter Name text box and Select Field list or Enter Constant text box, click Cancel.
    5. (Optional) To delete a parameter, select the parameter, and click Remove.
    6. Click .
  13. To assign the custom action to a profile, perform the following actions:
    1. Click the Consoles tab (Application Settings > Consoles).
    2. From the Console View list, select a view (for example, Change Requests).
    3. From the For Selected Profiles list, select a profile.
    4. From the Available Actions and Available Agent Tools lists, select the actions that you want to show to users of the selected profile.
    5. Click .

To reorder options in the Actions and Agent Tools menus

You can reorder the out-of-the-box options that are available in the Actions and Agent Tools menus for all the views in the Remedyforce Console tab. You can also add a separator between two options in the menu to categorize the options in the menu.

You cannot reorder the custom actions in the menus. The custom actions are shown alphabetically at the end in the menus after a separator.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. On the Consoles page, in the Console View list, select the view (for example, Change Requests) in which you want to reorder options in the Actions and Agent Tools menus.
  4. Click Customize Menu.
  5. To configure the order of an option in the Actions Menu or Agent Tools menu list, select the option and click the up or down arrow.
  6. To insert a separator in the menu, in the Actions Menu or Agent Tools Menu list, select the option above which you want the separator, and click Insert Separator.
  7. (Optional) To remove a separator, select the separator, and click Remove Separator.
  8. Click  .

Related topics

Incident management

Task management 

Problem management 

Change management

Release management 

Broadcast management

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