Customizing the Remedyforce Console tab

The Remedyforce Console tab enables users to manage records for the following modules:

Incidents
Service Requests
Problems
Tasks
Change Requests
Releases
Broadcasts

Users can also have access to a dashboard and QuickViews that 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.

Overview of the Remedyforce Console customization settings

The following table summarizes customizations that are applied across all modules, applied to selected modules, or applied to selected profiles:

Settings	Description
General Console Settings	The general console settings are applied across all modules. You can use the settings to configure options such as enabling dashboard and QuickViews or enabling console view customization. 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	The individual view settings are applied to all profiles for a selected module. Based on the module that you select, different configuration options are available. For example, for the Incidents module, you can configure record highlighting or for the Change Schedule module you can configure displaying the change schedule from the View menu of the Remedyforce Console and Remedyforce CMDB tabs.
For Selected Profiles	The profile settings are applied to a selected profile for a specific module. You can configure layouts for a profile or configure the options displayed in the Actions and Agent Tools menus.

To customize the Remedyforce Console tab

Click Remedyforce Administration > Application Settings > Consoles.
On the Consoles tab, select the Enable and Use the Remedyforce Console check box.
To configure settings applicable for all modules, select the required settings under the General Console Settings section. For more information about the general settings, see General console settings.
To configure settings for a specific module, click the required module in the Console View drop down under the Individual View Settings section and select the required settings. For more information about the individual view settings, see Individual view settings.
To configure settings for an individual profile, select the profile from the Selected Profiles list and select the required settings. For more information about configuring settings for profile, see Profile settings.
Click Save.

General console settings

The following video (4:20) shows an overview of general console settings:

https://youtu.be/jP27PMNdJ8U

You can configure the following settings under this section.

Setting	Description
Enable the Console Dashboard and QuickViews	Displays the My Dashboard, Shared QuickViews, and My QuickViews options in the View menu of 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.
Enable SmartViews	Integrates and displays the SmartView button on all the Remedyforce Console forms. For more information, see Configuring-SmartViews.
Enable Activity Feed	Displays the Activity feed option on all the forms on the Remedyforce Console. For more information, see Customizing-forms-for-the-Remedyforce-Console-tab.
Enable Optimized Console List View	List views in Remedyforce can show up to ten thousand records. After reaching the limit, a list view in Remedyforce Console does not display new records. When you search, filter, or sort records, only the first ten thousand records are considered rather than all records. To resolve this issue, select the Enable Optimized Console List View check box. It enables you to search, filter, and sort all records instead of just the first ten thousand records in a list view. Ensure that the following prerequisites are met before you select this checkbox: The API Enabled check box is selected for the required profiles and permission sets. For more information, see Salesforce help In your organization, the Use enhanced domains check box is selected. For more information, see Salesforce help (For sandbox organizations only) After enabling the enhanced domain, navigate to Setup > Custom Settings > Remedyforce Settings and make sure that the value of isSandbox is TRUE. After enabling the optimized console list view feature, make sure that the System Administrator profile user who has the permissions to create or update remote site settings clicks the Remedyforce Administration tab. The remote site setting gets created or updated with a Salesforce base URL. If you select the Enable Optimized Console List View check box but one or more of the prerequisites is not met, Remedyforce Console does not display new records after reaching the limit of ten thousand records. If incident and service request views are segregated in Remedyforce Console, the following occurs: An incident list view shows only incident records if the Enable Optimized Console List View check box is selected. An incident list view shows both incidents and service requests if the Enable Optimized Console List View check box is not selected. The following video (2:56) shows how to enable optimized console list view in Remedyforce: https://youtu.be/XJ2VC9_HIbs
Enable Console View Customization	Enables 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.
Display Salesforce Sidebar	Displays or hides the Salesforce sidebar on the Remedyforce Console tab including all the modules in the View menu and all the Remedyforce Console forms. For more information, see Hiding-the-Salesforce-sidebar-on-the-Remedyforce-Console.
Enable Layout Type validation for record access	(Only when the Enable Multiple Layout* check box is selected for any view.)* The setting, when enabled, restricts users from viewing those records in Remedyforce Console whose layout types are not assigned to them.
Restrict access when the staff user is the client of that record	(Only for incidents and service requests) Restricts access to records in Remedyforce Console if the user is the client for those records. For more information about restricting access to records, see Restricting-access-to-records-for-which-the-staff-user-is-the-client.
Record Locking	Enables 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. Important: In case of both Automatic and Manual options, locking a record automatically updates the Last Modified Date field of that record.
Broadcast message scroll interval	Enables you to modify the scroll interval for the broadcast message displayed on the Remedyforce Console broadcast banner. The default scroll interval is set to 10 seconds, with a maximum value limit of 99 seconds. Important: If you are upgrading from any version earlier than 20.19.02 (Summer 19), you will see the broadcast message in a text scroll format. To switch to the message scroll format, select Message Scroll from the Broadcast Settings list and set the Scroll interval for the same.
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 , incidents and service requests are segregated by default. Tabs on which incidents and service requests are segregated Remedyforce Console: In the View list, incidents and service requests are displayed as separate modules. In the Global Search window (Agent Tools > Knowledge Search), incidents and service requests are displayed on separate tabs. In the Record Details section, if users click an incident or service request record from the Launch Console column, the record is opened in another tab with the appropriate prefix (IN for incidents and SR for service requests). The Agent Tools menu on the Service Request form displays the Service Request Matching option, and the Service Request Matching window displays only service requests. The Agent Tools menu On the Incident form displays the Incident Matching option and the Incident Matching window displays only incidents. In list views, users must create separate filters for the Incidents and Service Requests modules. New filters for the Service Requests module must have a prefix of SR - (for example, SR - My Service Requests). Remedyforce Administration: On the Application Settings > Consoles page, the Console View list displays separate options for incidents and service requests. The Service Requests option enables you to customize layouts, columns, and the Actions and Agent Tools menu options for the service request form in the Remedyforce Console. Remedyforce CMDB: On the Details tab of the Instance Editor, incidents and service requests are displayed as separate modules. In the CMDB Explorer, the linked incidents and service requests are displayed on separate tabs.

Individual view settings

Configure the following settings for the selected module based on your requirements. The following settings are applied to all profiles for the selected module.

Setting	Description	Modules applicable to
Customize Menu	Organizes or adds options in the Actions and Agent Tools menus. For more information, see Managing-the-Actions-and-Agent-Tools-menus. To reorder or to 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.	All modules except the Change Schedule module
Configure Smart Suggestions	Displays the Configure Smart Suggestions: Remedyforce Console tab to 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.
Console Layout	The number of columns that are to be displayed on the form.
Enable multi-record updates in list view	Enables staff members to simultaneously update multiple records from the console list view.
Enable Multiple Layouts	Enables configuration of multiple console layouts for the Incidents, Change Requests, and Tasks modules. You can configure the following settings when this check box is selected: Assign multiple layouts to different profiles Assign a default layout for a profile Configure the profiles that can edit the fields of the layouts Configure the categories, templates, and status that will be available for each layout Important: When you select this check box, the Assign Layout radio buttons are replaced with check boxes that allows you to select multiple layouts for a profile.	Incidents, Change Requests, and Tasks modules
Highlighting of Records in List View
Highlight New Records	Enables highlighting of new incidents and service requests in Bold format and in the selected color. For more information, see Highlighting-new-and-updated-incidents-and-service-requests-in-list-views.
Highlight New Actions	Enables highlighting of updated records in the selected color. For more information, see Highlighting-new-and-updated-incidents-and-service-requests-in-list-views.

Profile settings

You can configure the following settings for a profile.

Setting	Description	Modules applicable to
Allow Access to Console View: <view>	Makes the list view available to the users of the selected profile.	All except the Change Schedule module
Allow Changing of Layout on Edit	Enables changing of the layout type when users edit the records.	Incidents Tasks Change Requests
Enable editing of submitted service requests	Enables editing of a service request by the users of the selected profile. Important: 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.	Only for the Service Request module
Assign Layout	The Enable Multiple Layouts check box is not selected: Displays a list of layouts for the selected profile from which you can select one that is applied to forms when users of that profile create or edit a record in 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. The Enable Multiple Layouts check box is selected: Displays a list of layouts that you can select for the selected profile that will be displayed in the Incidents and Tasks modules. For more information about Multiple Layouts, see Enabling-multiple-layouts. You can select a default layout for the selected profile. You can also also create custom layouts and add the required categories and templates to the custom layouts and assign custom layouts to the selected profile. For more information about creating the custom layouts, see Managing-custom-layouts-for-console-forms. Important:* To ensure that all custom layouts are shown in the Assign Layout list, click Refresh.	All modules except the Change Schedule module
Default Layout	Sets the default layout type that is assigned to new records. The option is available only when the Enable Multiple Layouts check box is selected.
Available Actions	From this list, select the Actions menu options that you want to make available to users of the selected profile. By default, all out-of-the-box actions are available for all profiles.	All modules except the Change Schedule module
Available Agent Tools	From this list, select the Agent Tools menu options that you want to make available to users of the selected profile. By default, all agent tools are available for all profiles.	All modules except the Change Schedule module
Displays the Change Schedule on the Remedyforce Console and Remedyforce CMDB tab	Displays the Change Schedule in the View menu of the Remedyforce Console tab and the Remedyforce CMDB tab for the profiles that you select in the For Selected Profiles list.	Only for the Change Schedule module