Customizing the Remedyforce Console tab
The Remedyforce Console tab enables users to manage all records (incident, problem, task, change request, release, and broadcast) from a single console. Users can also have access to a dashboard and QuickViews, which enables them to view a key set of data and monitor metrics regularly. System administrators can customize the Remedyforce Console tab at multiple levels based on an organization's business requirements.
The following topics are provided:
Overview of the Remedyforce Console customization settings
The following table summarizes customizations that are applied across modules, applied to selected modules, or applied to selected profiles:
Settings | Description |
---|---|
General Console Settings | You can enable the dashboard and QuickViews on the Remedyforce Console tab and configure record locking for all modules. If you are upgrading from version 20.15.01 or earlier, you can also enable the segregation of incidents and service requests. |
Individual View Settings | For a selected module, you can reorder or add custom actions in the Actions and Agent Tools menus, change the number of columns on the form, and enable or disable the update of multiple records from the list view. For the Incidents module, you can also configure Smart Suggestions, which displays suggested templates, knowledge articles, and broadcasts for records. For the Change Schedule module, you can configure the change schedule to be accessible from the View menu of the Remedyforce Console tab and from the Remedyforce CMDB tab after an upgrade. These settings for a module are applied to all profiles. |
Profile Settings | For a selected module, you can customize a few settings for specific profiles. You can customize the modules that are displayed in the View list, assign different custom layouts for different profiles, and configure the options displayed in the Actions and Agent Tools menus. For the Service Requests module, you can also enable users to edit submitted service requests. |
Note
The Enable and Use the Standalone Consoles check box is available on the Consoles tab only if you enabled the Incident Console and Task Console tabs before performing the upgrade. Otherwise, only the Enable and Use the Remedyforce Console check box is displayed. For information about configuring the standalone consoles, see Configuring the Incident Console and Task Console tabs.
To customize the Remedyforce Console tab
- Click the Remedyforce Administration tab.
On the Home page, click the Application Settings tile, and from the menu, select Consoles.
Ensure that the Enable and Use the Remedyforce Console check box is selected.Note
If you are upgrading from a previous version and have not configured the Remedyforce Console tab, you must also manually configure the Remedyforce Console tab. For more information, see Enabling the Remedyforce Console tab.
In the General Console Settings section, configure the following settings based on your requirements:
Setting Description Enable the Console Dashboard and QuickViews This option is displayed only if the Enable and Use the Remedyforce Console check box is selected.
Note: When this check box is selected, the My Dashboard, Shared QuickViews and My QuickViews options are displayed in the View list on the Remedyforce Console tab. However, the My QuickViews option is displayed only if users have the permission to manage QuickViews or if they own QuickViews that they previously created from the Remedyforce Console or Remedyforce Dashboard tab. For more information, see Adding or editing users.
To enable the staff member to change the columns appearing in the Remedyforce Console list view and also to order the columns. For more information, see Configuring columns in a list view in the Remedyforce Console. To integrate and display the SmartView button on all the Remedyforce Console forms. For more information, see Configuring SmartViews. Display Salesforce Sidebar To display or hide the Salesforce sidebar on the Remedyforce Console tab including all the modules in the View menu (Incidents, Service Requests, Tasks, Problems, Change Requests, Releases, and Broadcasts) and all the Remedyforce Console forms. For more information, see Hiding the Salesforce sidebar on the Remedyforce Console. To display the Activity feed option on all the forms on the Remedyforce Console. For more information, see Customizing forms for the Remedyforce Console tab. Record Locking To enable record locking, select one of the following options from the Record Locking list:
- Automatic—Automatically locks records opened by staff members. The record is not available for any other user to edit. If required, staff members can also lock multiple records by opening the required records.
- Manual—A record opened and locked by a user cannot be edited by any other user.
You must also select the duration for which records are locked for editing. The default lock duration for the Automatic and Manual options is 15 minutes. Staff members can choose to extend the lock duration five minutes before the configured duration ends. If the status of the locked record is changed to CLOSED, the record is automatically unlocked.
For more information about locking a record, see Locking records.
Note: In case of both Automatic and Manual options, locking a record automatically updates the Last Modified Date field of that record.
Segregate Incidents and Service Requests (Upgrade environments only)
This check box is available only if you are upgrading from version 20.15.01 or earlier. In a new installation of BMC Remedyforce, incidents and service requests are segregated by default.
To configure settings for a module, in the Individual View Settings section, perform the following actions:
- From the Console View list, select a module, such as Problems.
Configure the following settings for the selected module based on your requirements. These settings are applied to all profiles.
Setting Description Console Layout From this list, select the number of columns that you want to display on the form. Configure Smart Suggestions (Only for the Incidents module) To enable and configure smart suggestions, click this button.
On the Configure Smart Suggestions tab that opens, you can enable and configure smart suggestions to display suggested templates, knowledge articles, and broadcasts for records. For more information, see Configuring Smart Suggestions for the Remedyforce Console.
Customize Menu To reorder or add custom actions that are available in the Actions and Agent Tools menus, click this button.
On the Customize Menus:ModuleName tab that opens, you can reorder or add custom actions. For more information, see Managing the Actions and Agent Tools menus.
Enable multi-record updates in list views To disable staff members from simultaneously updating multiple records from the console list views, clear this check box.
By default, this check box is selected for all modules.
Enable highlights in list views To enable staff members to highlight the new incidents and service requests in Bold format and in the selected color. For more information, see Enabling highlighting of new records in Remedyforce Console list view. - Click .
- To configure settings for another module, repeat step 5a to step 5c.
- To configure profile-level settings for a module, perform the following actions:
- From the Console View list, select a module, such as Problems.
- From the For Selected Profiles list, select one or more profiles.
To set the module-level settings as the default for profiles, select Default Settings for Profiles. The default settings are applied only to profiles for which you have not customized specific settings. Any new profile you create is also assigned the default settings. Configure the following profile-level settings for the selected module based on your requirements:
Setting Description Allow Access to Console View: <view>
(For example: Allow Access to Console View: Change Requests)
To make the list view available to users of the selected profiles, select this check box.
For example, you can enable the Change Requests list view for the ServiceDesk Change Manager profile only.
Enable editing of submitted service requests (For the Service Requests module only)
Users of the selected profiles can edit a service request only if no approval is needed or all approvals for the service request are pending or rejected and no change requests or tasks have been created.
If you are upgrading to 20.15.02 and you have not segregated the Incidents and Service Requests modules, to enable editing of submitted service requests from the Remedyforce Console, set the value of the EnableEditSR custom setting to TRUE. This custom setting is available under the Remedyforce Settings.
Available Actions From this list, select the Actions menu options that you want to make available to users of the selected profiles.
By default, all out-of-the-box actions are available for all profiles.
Available Agent Tools From this list, select the Agent Tools menu options that you want to make available to users of the selected profiles.
By default, all agent tools are available for all profiles.
Assign Layout From this list, select the form layout to display when users create or edit a record on the Remedyforce Console tab.
The default layout (<Object> Console Default Layout) includes predefined sections and fields for capturing the record details. You can create custom layouts to customize the sections that are displayed on the form for different profiles. For more information, see Managing custom layouts for console forms.
To ensure that all custom layouts are shown in the Assign Layout list, click Refresh.
Note
If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later, your profile-specific configurations for the Actions and Agent Tools menu options are retained when you enable the Remedyforce Console tab.
If you are upgrading from version 20.13.01.014 or any of its patches, the new options in the Actions menu (New Action, Attach/View Files, and View Action History) for the Incidents/Service Requests and Tasks console views are selected by default. Similarly, the new option (Service Targets) in the Agent Tools menu for the Tasks console view is also selected by default.
If you are upgrading from version 20.13.02.015 or any of its patches, you must manually configure access for the new options in the Actions and Agent Tools menus, based on your requirements.
- Click Save.
- To configure settings for another profile, repeat step 6b to step 6d.
- To configure profile-level settings for another module, repeat step 6a to step 6e.
To make the change schedule more accessible to users
As a system administrator, you can configure the change schedule to be accessible from the View menu of the Remedyforce Console tab and from the Remedyforce CMDB tab after an upgrade by performing the following actions:
- Click the Remedyforce Administration tab.
- On the Home page, click the Application Settings tile, and from the menu, select Consoles.
- From the Console View menu on the Individual View Settings section, select Change Schedule.
- From the For Selected Profiles section, select the required profiles of users.
By default, all the available profiles are selected. - Click Save.
Comments
Log in or register to comment.