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:

• Incident-management
• Task-management
• Problem-management
• Change-management
• Release-management
• Broadcast-management
• My-Dashboard-and-QuickViews-management

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.

1. Click the Remedyforce Console tab.
2. From the View menu, select the required module.
3. 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.
4. 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.
5. Enter or select a value for the selected field.
6. Click Apply.
   You can update one field of multiple records at the same time.
7. To update another field of multiple records, repeat step 4 to step 6. 
8. Click OK.

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 feature is 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:

1. In the list view, select the records for which you want to change the owner.
2. 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.

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

To search for records in a list view

1. Click the Remedyforce Console tab.
2. From the View menu, select the appropriate module, such as Incidents.
3. 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.
4. (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.
5. To perform the search, click .
   A maximum of 2,000 records are displayed in the search results.

Sorting records in a list view

You can sort a single column or multiple columns in Remedyforce Console list view for each record type. You can save the sorting settings for multiple columns only. When you log off from BMC Helix Remedyforce and log on, the sorting settings are automatically saved. The sorting settings can be different for each record type.

Supported record types

In Remedyforce Console list view, administrators and staff users can sort multiple columns for the following record types:

• Incident
• Service request
• Task
• Problem
• Release
• Change request
• Service outage
• Broadcast

Before you begin

Before sorting multiple columns, you must consider the following points:

• You can sort a maximum of 5 columns. 
• The sorting settings applied for a record type are applied to all its views. In the following example, the sorting setting applied on the Mobile Issue view is applied for the remaining views of incidents.  
  
  
• Sorting settings applied on multiple columns are retained while searching records and applying filters.

• In multi-column sorting, if you remove a column on which sorting is applied, the sorting setting is removed for the remaining columns.
  
  

  Multi-column sort	After removing the Status column from the view

• In multi-column sorting, if you remove a column on which sorting is not applied, the sorting setting continues to work.

  Multi-column sorting	After removing the Type column

• You cannot sort the columns that contain the following field types in single and multi-column sorting:
  • Long text area
  • Rich text area 
  • Encrypted
  • Multi select picklist fields

To sort multiple columns

Use case: In Remedyforce Console list view, you prefer to see high priority incidents that are in progress. You can achieve this by applying a filter on the Priority, Type, and Status columns. 

Perform the following steps:

1. Click the Remedyforce Console tab.
2. From the View menu, select the appropriate module, such as Incidents.
3. Click Priority.
4. Select the Status column.
5. Press and hold the Ctrl key and select Type. 
   
   
   To view the sorting details, hover the mouse on the sorting order number. 
   
   The upward arrow next to each column header indicates the ascending order. When you press and hold the Ctrl key and select a column for the first time, it is sorted in the ascending order. If you select the same column for the second time, it is sorted in the descending order. If you select the same column for the third time, sorting is removed for that column. 

To edit the sorting settings

Use case: After sorting the Priority, Type, and Status columns, you want to remove the sorting on the Type column and sort the Number column.

1. Press and hold the Ctrl key and select the Type column. 
2. Press and hold the Ctrl key and select the Type column for one more time. Sorting is removed.
3. Press and hold the Ctrl key and select the Number column. 
   

To clear sorting settings

Use case: Remove the sorting settings applied on the Number and Priority columns.

1. Press the Ctrl key and select Number twice. Sorting is removed for Number.
2. Press the Ctrl key and select Priority twice. Sorting is removed for Priority. 

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:

The New Incident and VIP columns also use icons to provide additional information about the records, as described in the following table:

Related topics

Configuring-the-Remedyforce-Console

Working-with-records

Troubleshooting-generic-application-issues

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