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Overview of the Salesforce page layout

The Salesforce page layout refers to object forms that look similar to Salesforce forms, such as Contacts. The following topics provide information about the Salesforce page layout:

Modules available in the Salesforce page layout

The Salesforce page layout is available for the Incident, Task, Problem, Release, Change Request, Knowledge Articles, and Broadcast objects in BMC Remedyforce.

Key features of the Salesforce page layout

The Salesforce page layout provides the following features:

  • Users who have the Customize Application administrative permission can add or remove buttons, fields, Visualforce page components, and related lists on the object forms.
  • Users can customize the list views.
  • System administrators can create different layouts for different profiles.
  • The BMC Remedyforce application can be easily integrated with other applications on Force.com.

Visualforce pages available on the Salesforce page layout

System administrators can add or remove Visualforce pages on the Salesforce page layout. The following table describes the pages that you can add to or remove from the page layout.

Visualforce page component

Applies to

Description

Broadcast Ticker

By default, this page is displayed on the layout of all objects.

Displays the broadcast message on the page layout.

Stage Indicator

By default, this page is displayed on the layout of all objects.

Displays the stage of a record.

Add Notes

This page is available for Incident, Task, Change Request, and Problem object.

Allows you to add notes to a record. The system administrator must add this page for the users of the layout. BMC recommends that you create a separate section on the layout with a meaningful name and add the Add Notes page to that section. Otherwise a text box without label is displayed on the layout.

Display Broadcasts

This page is available for the Broadcast object only.

Allows you to set options to display broadcasts to users.

Category Tree

This component is available for Incident, Task, Change Request, and Problem objects.

Displays all categories in a category tree.

Note: This page must be added to the object page layout to display the Due Date Calculation window if the When the Priority changes, recalculate the Due Date based on the Current Date without user input check box is clear on the General Application Settings page.

StaffandAssignmentPage

All objects (Incident, Task, Problem, Change Request, Release, and Broadcast)

Enables your users to assign a record to a staff or queue. This page displays Staff and Queue fields on the layout.

Service Request Detail

This page is available for the Incident object only.

Allows you to enter details for the selected request definition. This pages is displayed after an incident is saved.

Common items on forms in the Salesforce page layout

The following table describes items that are common to all forms.

Common items

Description

Lookup icon. This icon is displayed for fields for which you can select a value from a list. When you click a lookup icon, a separate window is displayed with a list of active records. To search in the Lookup window, enter the first few characters of the value that you want to search for in the Search text box and click Go. In the list of matching items that is displayed, click the appropriate value to select it. You can sort records in ascending or descending order based on the columns in the lookup window. By default, 25 records are displayed on one page.

Red side bar. A red side bar indicates that the field is required to save a form.

Tooltip icon. When you move your mouse over this icon, the tooltip for the field is displayed.

Help for this page link

Click this link to see the help for the current page.

Remedyforce Search

Left side bar search component. This portlet allows a logged-on staff member to search specific records based on given input search text within all objects of an organization. Copy link, Copy text, Return to Results options are unavailable on the Knowledge article detail page launched from the search results. Remedyforce Search settings depend on the settings that your system administrator has configured for global search.

BMC Remedyforce

Left side bar documentation component. This portlet provides links to Remedyforce documentation and BMC Communities.

Help for the Salesforce page layout

The BMC Remedyforce online documentation does not include help for performing actions on the Salesforce page layout. The help links on the following tabs continue to open the help system for version 20.14.02.021.038. This help system covers all the information that is required to perform actions on these tabs.

  • Incidents
  • Tasks
  • Problems
  • Broadcasts
  • Releases
  • Change requests

Important

You must use the help system for version 20.14.02.021.038 for the Salesforce page layout only. 

The BMC Remedyforce online documentation includes information about customizing the Salesforce page layout. For more information, see Configuring the Salesforce page layout.

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