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Note This documentation supports the 20.16.01 version of BMC Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

Overview of the Remedyforce Console tab

The Remedyforce Console tab is an integrated console that provides access to the Incident, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts modules. The main benefit of the Remedyforce Console tab is that it enables you to manage all records (incident, problem, task, change request, release, and broadcast) from a single console. The Remedyforce Console tab also provides a dashboard and QuickViews that enable you to view a key set of data and monitor metrics regularly.

 

The following video (2:40) provides an overview of BMC Remedyforce Console.

icon-play.pnghttps://youtu.be/pJ5yySsRziI

For information about working with records or QuickViews and using the dashboard on the Remedyforce Console tab, see the following topics:

The following figure illustrates how multiple records can be opened as tabs within the Remedyforce Console tab.

RF_Console_1.gif

Note

On the Remedyforce Console tab, you can open a maximum of 15 tabs. Each tab uses 30 to 50 MB of RAM, and your computer must have at least 1 GB of available RAM to open 15 tabs. To ensure that the performance of the BMC Remedyforce application is not impacted, close the tabs that you do not require.

The following table describes the key features that the Remedyforce Console tab provides:

Searching for records in the list views

In the list views on the Remedyforce Console tab, you can filter records based on specific keywords that you provide in the Search box. The following table lists the field types that the Search feature supports.

Note

In a field of type Lookup, only the Name field is searched. For standard objects, such as User or Case, where the Name field is not present, unique identifier of the objects, such as User Name or Case Number are searched. It is required that the field is present in the list view where you are searching.

The following table lists points to consider when specifying keywords in the Search box.

To search for records in a list view

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the appropriate module, such as Incidents.
  3. In the Search box in the list view, specify the search keywords.
    The Search within the filtered view: viewName check box is displayed only after you enter a keyword.
  4. (Optional) To search within only those records that are available in the filtered list view, select the Search within the filtered view: viewName check box.
    rf_searchbox.gif

    By default, search is performed on all records that belong to the selected module in the list view. However, your system administrator can configure the default value of the Search within the filter view: viewName check box.
  5. To perform the search, click search_icon.gif.
    A maximum of 2,000 records are displayed in the search results.

Icons in the list view for incidents and service requests

In the list view, the Due Date Progress column uses icons to display the status of incidents and service requests. The following table describes the icons that are used in the Due Date Progress column:

Note

The traffic light icons inc_status_crossed_due_date.gif indicate the status of incidents and service requests based only on the Opened Date and Due Date fields. These icons do not indicate the status based on the SLAs applied to the incidents or service requests.

The New Incident and VIP columns also use icons to provide additional information about the records, as described in the following table:

Related topic

Configuring-the-Remedyforce-Console

 

 

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