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Adding related lists to a module

Related lists enable staff members to link records of a module to another module in the Remedyforce Console. For modules that are available in the View menu in the Remedyforce Console, related lists of other frequently-linked modules are provided out of the box. However, you can also configure related lists for additional modules based on your requirement. For example, to enable staff members to link related incidents to an incident record, add the Linked Incidents related list to the Incident object.

You can also edit related lists to add or remove fields or buttons that are displayed in the list. For more information about buttons that you can add to related lists of different modules, see Valid buttons for related lists of modules. 

Note

Same related lists are shown in the Incidents and Service Requests modules because both the modules are based on the same Incident object.

To add a related list to a module

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu select, Create and Edit Objects.
  3. From the Objects list, select the object to which you want to add the related list.
    For example, say you want to add the Linked Incidents related lists to the Incident object.
  4. In the Create and Edit objects page, click any option.

  5. On the Custom Object: <Object> page, go to the Page Layouts section.

    For example, you can click Field Sets on the Create and Edit Objects page, the Custom Object: Incident page is opened in another browser tab. Navigate to the Page Layouts section.

  6. Click Edit for the Remedyforce <Object> Console version 1.0.
    For example, Remedyforce Incident Console version 1.0. 
  7. Click Related Lists.
    adding_related_lists.gif
  8. Drag the related list that you want to add to the object.
  9. You can also add buttons to a related list to perform actions such as creating a new record or link an existing record. For more information about buttons that you can add to related lists of different modules, see Valid buttons for related lists of modules.
  10. Click Save.
    The related list is shown in the Record Details section.

Valid buttons for related list of modules 

The following table lists the modules and the buttons that you can add to the related list of these modules. 

Module

Related list

Button

Incidents


Linked Change Requests

Create and Link Change Request to Incident

Select and Link Change Requests to Incident


Linked Knowledge Articles

Select and Link Knowledge Articles to Incident


Linked Problems

Create and Link Problem to Incident

Select and Link Problems to Incident


Linked Configuration Items and Assets

Select and Link to Incident


Linked Tasks

Create and Link Task to Incident

Select and Link Tasks to Incident

Create New Task


Linked Releases

Select and Link Release to Incident


Linked Incidents

None

Change Requests


Linked Releases

Link Release to Change Request


Linked Incidents

Select and Link Incidents to Change Request


Linked Knowledge Articles

Select and Link Knowledge Articles to Change Request


Linked Problems

Select and Link  Problems to Change Request


Linked Services, Configuration Items and Assets

Select and Link to Change Request


Linked Tasks

Create New Task

Create a Task and Link to Change Request

Select and Link Tasks to Change Request

Knowledge Articles


Linked Incidents

New


Linked Services and Configuration Items

Link CI to Knowledge Article


Linked Change Requests 

New


Linked Problems

New

Broadcasts


Linked Incidents

Create New Incident

Select and Link Incidents to Broadcast

Create and Link Incident to Broadcast

Service Requests


Linked Change Requests

Create and Link Change Request to Incident

Select and Link Change Requests to Incident


Linked Knowledge Articles

Select and Link Knowledge Articles to Incident


Linked Problems

Create and Link Problem to Incident

Select and Link Problems to Incident


Linked Configuration Items and Assets

Select and Link to Incident


Linked Tasks

Create and Link Task to Incident

Select and Link Tasks to Incident

Create New Task


Linked Releases

Select and Link Release to Incident


Linked Incidents

None

Task 


Linked Services, Configuration Items and Assets

Select and Link to Task

Problem


Linked Change Request

Select and Link Change Requests to Problem

Create and Link Change Request to Problem


Linked Incidents

Select and Link Incidents to Problems


Linked Knowledge Articles

Select and Link Knowledge Articles to problem


Linked Release

Select and Link Release to Problem


Linked Services, Configuration Items and Assets

Select and Link to Problem


Linked Tasks

Create New Task

Create and Link Task to Problem

Select and Link Tasks to Problem

Release


Linked Change Request

Select and Link Change Requests to Release


Linked Incidents

Select and Link Incidents to Release


Linked Problem

Select and Link Problem to Release


Linked Tasks

Create New Task

Select and Link Tasks to Release

Create and Link Tasks to Release


Linked Services, Configuration Items and Assets

Select and Link to Release

Automatically Link to Release

Notes

  • Apart from the values in the table, if you use any other combination of Modules, Related List, and Buttons to add the buttons to the related list, you will see an unexpected behavior.
  • The following buttons are not supported in the related list of modules:
    • Select and Link Incidents to Broadcast
    • Create and Link Incident to Broadcast
    • Create new Incident
  • (All modules) For a record in Remedyforce Console, when you perform different actions on the related list items of the Details tab, the same pop-up window will refresh for those actions instead of opening in different windows.


Related topic

Linking-to-records-of-other-modules