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.

For information about working with records or QuickViews and using the dashboard on the Remedyforce Console tab, see the following topics:

Navigating the Remedyforce Console tab

The following table describes the Remedyforce Console tab:

Updating multiple records

To be able to update multiple records for any of the modules, the Enable multi-record updates in list views check box for the required record console views must be selected in the Remedyforce Console tab settings. For more information, see Customizing-the-Remedyforce-Console-tab.

Click the Remedyforce Console tab.
From the View menu, select the required module.
Select the check boxes for the records that you want to edit, and click Update.
You can update only 200 records at the same time.
From the Field list, select the field that you want to update for the selected records.
Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.
Enter or select a value for the selected field.
Click Apply.
You can update one field of multiple records at the same time.
To update another field of multiple records, repeat step 4 to step 6.
Click OK.

Note

When updating multiple records of a module on Remedyforce Console, the lookup filters applied for a field do not work.
For example, create lookup filters for the Category field of an incident and update the field for multiple incidents. Instead of displaying the filtered values, the lookup window displays all the values.

To change the owner of records

You can assign a record to yourself through the option Assign to me or you can assign the record to any other staff user through the option Assign to others.

Based on whether the queue and user assignment feature is enabled through Remedyforce Administration > Application Settings > Record Assignment, the records are assigned as follows:

If the queue and user assignment featureis disabled and Assign to me option is used, all records are assigned to you.
If the queue and user assignment feature is enabled and the Assign to me option is used, records are assigned to you only if you are a member of the queue.
- If you are a member of the record queues and you click the Assign to me option, the records are assigned to you (the queue remains unchanged and the Staff field is updated).
- If you are not a member of the record queues and you click the Assign to me option, an error message is displayed and the assignment is not complete. However, you can modify a record manually to take the ownership of the record.

Perform the following steps to change the record owner:

In the list view, select the records for which you want to change the owner.
Click Change Owner and select one of the following options:
- Assign to me
- Assign to others

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.

Notes

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.
If a pure number is used in the searchbox, it will not search the number in User lookups.

The following table lists points to consider when specifying keywords in the Search box.

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:

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: