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Configuring SmartViews

This topic explains the settings that you need to perform as a system administrator to configure SmartViews.

Note

You can view SmartViews in a web browser and iPad only.


Displaying the SmartView button on the Remedyforce Console forms

Follow the steps given below to display the SmartView button on the Remedyforce Console forms:

  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, under General Console Settings, select the Enable SmartViews checkbox..
  4. Click Save.

Note

 This button will not be displayed for the Task form and the Broadcast form.

Adding the SmartView field to the field set

Follow the steps given below to add the SmartView field to the In the Field Set list:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select the object to whose field set you want to add the field.
  4. In the Field Sets section, click Edit for a field set such as Column Headers.
  5. Add the SmartView field to the In the Field Set list.
  6. Click Save.

Configuring fields in the Details section of SmartViews

The fields that you see in the Details section of SmartViews are controlled by the SmartView field set, which is required to access SmartViews.

Note

The SmartView field set is provided for the Incident, Task, Problem, Service Request, Change Request, and Release objects.

You can add the SmartViews field to the following locations:

  • Lookup window—Add the field to the Column Headers field set of the related object for which you are adding the lookup.
  • List Views—Add the field to the Column Headers field set of the object whose list view you are accessing.
  • Forms—Add the field to any of the console-related field sets of the object on whose form you want to display the field.

Follow the steps given below to configure fields in the Details section of SmartViews:

  1. Click the Remedyforce Administration tab.

  2. On the Home page, click the Manage Objects tile, and from the menu, select Create and Edit Objects.
  3. On the Create and Edit Objects page, from the Object list, select the object whose field set you want to configure, such as Incident.
  4. In the Field Sets section, click Edit for the SmartView field set.
  5. Drag the required fields to the In the Field Set list.
  6. Click Save.

Allowing submitters to recall approval requests

You can allow the submitter to recall approval requests.

  • For new approval requests—Select the Allow submitters to recall approval requests check box in step 6 of the Standard Setup Wizard while creating an approval process. For more information, see Creating an approval process.

The Recall Approval Request button is always displayed on the Approval Details window however users can recall an approval request only if the Allow submitters to recall approval requests checkbox, available on the New Approval Process page, is selected. For more information about defining approval process, see Creating an approval process.

  • For existing approval requests—Follow the steps given below:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu, select Approval Processes+.
    3. From the existing list of approvals, click Edit for the required process.
    4. Click Next till Step 6, and under Submission Settings, select the Allow submitters to recall approval requests check box.
    5. Click Save.

The Recall Approval Request button is now displayed in the Approval History window. 


Related topic

SmartViews

The Recall Approval Request button is always displayed on the Approval Details window however users can recall an approval request only if the Allow submitters to recall approval requests checkbox, available on the New Approval Process page, is selected. For more information about defining approval process, see Creating an approval process

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