Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Overview of Service Desk on Salesforce1 Mobile App

Salesforce1 enables users to access applications on mobile devices. Staff members can also access BMC Remedyforce on the mobile devices.

This section contains the following topics:

Overview of the application on the Salesforce1 platform

If your staff members require to access BMC Remedyforce on the go, you can enable them to access Service Desk on Salesforce1 Mobile App (Service Desk mobile app). With the mobile application, users can perform the following tasks:

ModuleUser tasks
Incidents
  • View all incidents
  • View incidents assigned to the logged on user's queue
  • View incidents assigned to the logged on user
  • Create new incidents
  • Perform actions:
    • Knowledge Search - You can link knowledge articles from your search results to related incidents.
    • View Action History
    • Add Note
    • Email
    • Responded
    • Create and Link Task
    • View related CIs and Assets - You can also link or unlink configuration items (CIs) and assets.
    • Close
    • Service Target
Tasks
  • View all tasks
  • View tasks assigned to the logged on user's queue
  • View tasks assigned to the logged on user
  • Create new tasks
  • Perform actions:
    • View Action History
    • Add Note
    • Email
    • Close
    • Service Target
BroadcastsView list of open broadcasts
Knowledge ArticlesSearch knowledge articles

Note

In the Service Desk mobile app, the users receive push and in-application notifications (approvals, comments on user posts, and so on) from the Salesforce1 platform. For more information about notifications, see the Salesforce Help.

You can download the Salesforce1 Mobile App from the Apple App Store and the Google Play Store. For information about supported operating systems and devices, see Supported browsers, mobile devices, and integrations.

Application behavior

The following table describes how the Service Desk mobile app behaves with the existing settings for the Remedyforce Console tab and other tabs required by staff members:

CategoryConsideration
Application output
  • The format of the value in the Date/Time fields on the Incident and Task forms is displayed based on the locale selected for the device on which the staff members are accessing the Remedyforce mobile application.
  • If the priority of a record changes, the due date is recalculated based on organization-wide default business hours.
  • If a user applies a template to create an incident, the template values might not be applied based on the settings configured. If the Allow applying of templates on an existing record and Replace form field values with template field values check boxes (Remedyforce Administration > Application Settings > General Application Settings > Template Settings) are not selected, the template values are not applied. In this case, the values that the user enters in the incident and task fields are retained in the record.
    • If the Allow applying of templates on an existing record and it enables users to apply template on an existing incident or task record.
    • If the Replace form field values with template field values check box is selected, the field values in the incident and task records are replaced with the field values in the template.
Maximum number of records displayed
  • The record list view displays a maximum of 500 open records in the Service Desk mobile app. Search results in the list view display 500 open and closed records. If a user performs a search, the sort filter options are not considered in the search results.
  • A lookup field displays a maximum of 20 records on the lookup page. For example, if you have 25 categories, the Category lookup page displays a maximum of 20 categories. However, the users can search for additional records.
Configuring record assignment
  • If you want staff members to use the staff and queue feature in the Assignment Details section of the Incident and Task forms, you must enable the setting.
  • If you want to display the Staff and Queue fields instead of the Owner field in the Incident and Task forms, you must add those fields to the Salesforce1 - Incident Details and Salesforce1 - Task Details field sets.
  • If you have configured user segregation on the User object, the Owner, Staff, and Queue fields in the Incident and Task forms show the filtered users in the lookup field based on the sharing settings configured.
  • If the staff and queue feature is enabled, and both the Queue and Staff field values are populated in an incident or task, staff members can view the record in the Assigned to Me and Assigned to My Queue lists.
Showing configuration items and assets
  • In the Lookup - CIs and Assets window, records are shown depending upon the following settings on the Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings page:
    • Enable IT Asset Management selected - Assets are shown
    • Enable IT Configuration Item (CI) Management selected - CIs are shown
  • The following settings determine if the details of a CI or asset are shown in the mobile application:

  • In the list view of CIs and assets linked to a record, both CIs and assets are shown even if the Enable IT Asset Management check box is clear on the Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings page.
Email conversation settings
  • Although the email conversation settings might be enabled (Remedyforce Administration > Configure Email > Email Conversation Settings), the staff members cannot use an email template to send email messages.
  • The Bcc field is not displayed on the mobile application.
  • You can configure multiple email addresses for the From field (Remedyforce Administration > Configure Email > Email Conversation Settings). While sending an email message, from the From field, the staff members can select the required email address from which they want to send the email.

Permissions to show or hide CIs or assets in the mobile application

The following table lists the value of the settings to help you show or hide CIs or assets to staff members in the Service Desk mobile app:

Instance TypeSettingsAttributes displayed in the Detail View
Enable IT Configuration Item (CI) Management check boxCI Management ViewEnable IT Asset Management check boxAsset Management ViewInstance DetailsCI StatusAsset Status and Asset Common Attributes
CISelectedRead Only, Update, or Update and DeleteClearNone(tick)(tick) 
AssetClearNoneSelectedRead Only, Update, or Update and Delete(tick) (tick)
CI / assetSelectedRead Only, Update, or Update and DeleteSelectedRead Only, Update, or Update and Delete(tick)(tick)(tick)
SelectedRead Only, Update, or Update and DeleteClearNone(tick)(tick) 
ClearNoneSelectedRead Only, Update, or Update and Delete(tick) (tick)
SelectedNoneSelected or ClearNone(tick)(tick) 

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