Configuring the Incident Console and Task Console tabs

For new installations of BMC Remedyforce 20.14.01 or later, only the Remedyforce Console tab is available and enabled by default. For information about customizing the Remedyforce Console tab, see Customizing-the-Remedyforce-Console-tab.

The Incident Console and Task Console standalone tabs are available in your Salesforce organization only if you enabled them before upgrading to BMC Remedyforce version 20.14.01 or later. To enable the Incident Console and Task Console tabs, you had to select the Enable and Use the Console check box (Remedyforce Administration > Application Settings > Consoles ). In version 20.14.01, the label of this check box has been changed to Enable and Use the Standalone Consoles.

The following table describes the upgrade scenarios in which the Incident Console and Task Console standalone tabs are available in your Salesforce organization.

If the standalone tabs are available after upgrading to version 20.14.01 or later, you can decide to continue using them. System administrators can configure the column layout, and the Actions and Agent Tools menu options that are shown on the Incident Console and Task Console tabs.

You can also assign different custom layouts for different profiles. For more information about creating custom layouts, see Managing-custom-layouts-for-console-forms.

For information about customizing forms that are displayed on the Incident Console or Task Console tab, see Customizing-forms-for-the-Remedyforce-Console-tab.

For information about configuring the list view on the Incident Console or Task Console tab, see Configuring-the-autorefresh-time-for-list-views-on-the-Remedyforce-Console-tab and Configuring-columns-in-a-list-view-in-the-Remedyforce-Console.

For information about configuring and enabling the Remedyforce Console tab, see Enabling-the-Remedyforce-Console-tab.

To configure the Incident Console and Task Console tabs

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu select Consoles.
3. To allow staff members to view a record on the Incident Console or Task Console tab, select the Enable and Use the Standalone Consoles check box.
    For example, the staff member clicks a link to an incident record from the QuickViews, and the record opens on the Incident Console tab. The Incident Console and Task Console tabs are shown from the following locations:
   • CMDB Explorer page
   • All QuickViews for incidents and tasks
   • The Incidents tab in the Supporting Information section of the Clients form
   • Global Search page
   • When you have integrated with computer-telephony integration adapters and the staff members are creating new incidents or tasks

   • Related lists

     Note

     If you select the Enable and Use the Remedyforce Console check box, the Enable and Use the Standalone Consoles check box is cleared and appears dimmed. To select the Enable and Use the Standalone Consoles check box again, you must first clear the Enable and Use the Remedyforce Console check box.

4. From the Configure list, select the tab that you want to configure.
5. From the Console Layout list, select the number of columns that you want to display for the form on the Incident Console or Task Console tab.
    The default selection is two columns.
6. In the confirmation box, click Yes.
7. For the selected tab, to configure the options available to the users of a profile in the Actions and Agent Tools menus, perform the following actions:
   1. From the For Selected Profiles list, perform one of the following options:
      • To configure the menu options for a specific profile, select the appropriate profile.
      • To configure the menu options as the default setting for profiles, select Default Settings for Profiles. The default settings are applied only to the profiles for which you have not customized specific menu options. Any new profile that you create is also assigned the default settings.
   2. In the Available Agent Tools list, select the Agent Tools menu options that you want to make available to users of the selected profile.

   3. In the Available Actions list, select the Actions menu options that you want to make available to users of the selected profile.
      

      Note

      The Agent Tools and Actions menu options that you had configured for specific profiles are retained after upgrading to version 20.14.01 or later. If you are upgrading from version 20.13.01.014 or its patches, the new options (New Action, Attach/View Files, and View Action History) in the Actions menu are selected by default. However, if you are upgrading from version 20.13.02.015 or its patches, you must manually configure access for the new options in the Actions menu.

      
      

   4. From the Assign Layout list, select the appropriate layout for the required form.
      When users create or edit a record on the Incident Console or Task Console tab, the form displays a default layout. 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 Incident and Task 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.
8. Click Save.

Related topics

Incident-management

Task-management