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.
For information about working with records or QuickViews and using the dashboard on the Remedyforce Console tab, see the following topics:
- Incident management
- Task management
- Problem management
- Change management
- Release management
- Broadcast management
- My Dashboard and QuickViews management
The following figure illustrates how multiple records can be opened as tabs within the Remedyforce Console tab.
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:
| Feature | Description |
|---|---|
| View | Use the View menu to access the records of different modules (Incidents, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts) from a single console. System administrators can configure the modules that are available in the View menu based on profiles. The view that is selected when you log off from the BMC Remedyforce application is displayed the next time you log on and access the Remedyforce Console tab. For example, say that you select Problems from the View menu and log off from the BMC Remedyforce application. The next time you log on to the application and access the Remedyforce Console tab, the Problems module is displayed in the View menu. If your system administrator has enabled the dashboard and QuickViews in the Remedyforce Console, the View menu also displays the My Dashboard, My QuickViews, and Shared QuickViews options. |
| Tabs | Each record is opened in a different tab within the Remedyforce Console tab. To identify the module for which a new record is being created, the following prefixes are added to the tab name:
Note: When you create a QuickView, the tab name is Create New QuickView and it does not have a prefix. |
| Record IDs | You can identify the module of a record that is opened in a tab based on the prefixes that are added to the record ID:
A few examples of record IDs are IN0009757 (incident record), TS0009768 (task record), and CR00009878 (change request record). Note: When you open a QuickView, the tab name is the QuickView name without a prefix. |
| Keyboard shortcuts | You can use keyboard shortcuts to perform a few common actions on the Remedyforce Console tab. For more information, see Keyboard shortcuts in the Remedyforce Console. |
| Related lists | From the Related lists, linked records are opened in a separate tab within the Remedyforce Console tab. |
| Chatter | If Chatter is enabled for your Salesforce organization, the Chatter feed is displayed above the related lists for a record. After selecting a record, click Related Lists. To display or hide the Chatter feed, click Display Feed or Hide Feed. |
| Broadcasts | Broadcasts on the Remedyforce Console tab have the following features:
For more information about broadcasts, see Broadcast management. Note: The broadcast ticker displays only 255 characters of the broadcast message. If the broadcast message contains more than 255 characters, it is followed by an ellipses. To view the entire broadcast message, click View and follow broadcasts and select the required broadcast. |
| List view | By default, all records are displayed in the list view. You can also create or edit a custom list view based on your requirements. For more information, see Filtering records in list views. The record list displays a maximum of 10,000 records. The list view for incidents and service requests includes icons to provide additional information about the records. For more information, see Icons in the list view for incidents and service requests. To show only incidents in the All filter in the Incidents module, add the following condition: Is Service Request equals False and remove the following condition, if exists: Type equals Incident. For more information, see Filtering records in list views. System administrators can configure the columns in the list view and the autorefresh time for the list view. Note: You can resize column widths in the list views. The configured column widths are saved for the browser and the computer from which you log on. If another user uses the same browser on the same computer, the saved column widths are shown. However, if the system administrator reconfigures the list view, you must resize the columns. |
| Custom actions | Any custom action that the system administrator has added is displayed as a button above the related lists. |
| Search | To search for records matching specific keywords, you can use the Search box on the Remedyforce Console tab. For information about the supported field types, examples of how the search operation works, and the procedure for performing the search, see Searching for records in the list views. You can also perform a search in the Matching Incidents, Link <object>, and lookup windows in all forms in the Remedyforce Console. The search operation looks for your keywords in fields of type Name, Email, Phone, Text, Text Area, Long Text Area, and Rich Text Area. However, fields of type Formula, Lookup, Rollup Summary, Number, and Date and Time are not searched. The search operation matches your keyword with the initial characters of any value in a field. Therefore, ensure that you always provide the correct initial characters for the value for which you are searching. For example, say that you are searching for John but you enter ohn. The records that contain John are not displayed. However, if you search for John, all records that contain John (including, for example, Johns or Johnson) are displayed. |
| Change Owner | Users can change the owner of a record in the Remedyforce Console tab. |
| Additional work space | On the Remedyforce Console tab, you can increase the space that is available for working with records by hiding the tabs. Click the  icon and use the additional space for working with the records. If you use the icon to hide the tabs and you log off from the BMC Remedyforce application, the additional space is available the next time you log on and access the Remedyforce Console tab. |
| Chat Status | If your system administrator has enabled Remedyforce Chat, you must set your status as Available to accept client chat requests. If you are chatting with a client, your status is updated to Busy. To not receive chat requests, set your status as Offline. It takes sometime to commit your Offline status in the application. Immediately after you set your status as Offline, if a client sends a chat request, you might receive the request. |
| My Dashboard and QuickViews | Your system administrator can configure the dashboard and QuickViews in the Remedyforce Console. A QuickView is a query to retrieve key data. You can view a set of predefined QuickViews that are provided out of the box or shared by other users. You can also create specific QuickViews that are designed to meet your business needs. The dashboard, which is a collection of QuickViews, enables you to view a key set of data in one place and monitor metrics regularly. Each user can configure the QuickViews that are displayed on their dashboard. If your system administrator has given you the appropriate permissions, you can also perform the following actions from the View menu:
For more information about using and managing the dashboard and QuickViews in the Remedyforce Console, see My Dashboard and QuickViews management. |
| Lock records | If your system administrator has enabled the setting, you can lock records that you are working on so that any other user cannot be edit it. |
| Provide feedback BMC Remedyforce Application | If your system administrator has enabled the setting, from the Remedyforce Console, you can provide feedback about the BMC Remedyforce Application. |
.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.
| Field types | Supported by the Search feature |
|---|---|
|
Yes |
|
No |
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.
| Consideration | Example |
|---|---|
The search operation matches your keyword with the initial characters of any value in a field. Therefore, ensure that you always provide the correct initial characters for the value for which you are searching. |
You are searching for John but you enter ohn. The records that contain John are not displayed. However, if you search for John, all records that contain John (including, for example, Johns or Johnson) are displayed. |
| If you enter multiple values (separated by a space), the search operation looks for all these values in a field. The values do not need to be in the same order as you have specified. | You enter iPhone connection issues. The search results display a record that contains the following sentence: The customer has the latest version of the iPhone but is encountering connection issues. However, another record that contains the following sentence is not displayed: The customer is facing some connection issues. |
| If you enclose the keywords within double quotation marks (" "), the search operation performs an exact match for the keywords that you have specified. | You enter "iPhone connection issues". The search results display a record that contains the following sentence: The customer is encountering iPhone connection issues. However, the search results do not display two other records that contains the following sentences, The customer is facing some connection issues and The customer has the latest version of the iPhone but is encountering connection issues. |
To search for records in a list view
- Click the Remedyforce Console tab.
- From the View menu, select the appropriate module, such as Incidents.
- 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. - (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.
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. - To perform the search, click
.
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:
| Icon | Description |
|---|---|
 |
The due date of a record has passed. |
 |
More than 50% of the available time remains before the due date. |
 |
Less than or equal to 50% of the available time remains before the due date. |
 |
The due date of a record has been met and the record is closed. |
 |
The due date of a record has not been met and the record is closed. |
Note
The traffic light icons 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:
| Column | Icon | Description |
|---|---|---|
| New Incident |  |
If a record is new, the icon is displayed in the New Incident column. A record is not considered new if a staff member performs an action from the Actions menu, changes the status or owner of the record, or updates the Responded Date field of the record. |
| VIP |  |
If a record is created for a VIP client, the icon is displayed in the VIP column. To mark a client as a VIP, contact your system administrator to add the VIP field in the Main Panel field set of the User object (Setup > Customize > Users > Field Sets). When the system administrator adds the VIP field to the Main Panel field set, the VIP field is displayed on the Client form (Remedyforce Administration > Manage Users > Clients). |
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