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.

For more information about customizing the Remedyforce Console tab, see the following sections:

• Considerations
• Overview of the Remedyforce Console customization settings
• To customize the Remedyforce Console tab
• General console settings 
• Individual view settings 
• Profile settings 
• Related topics

Considerations

• If you are upgrading from a previous version and have not configured the Remedyforce Console tab, you must also manually configure the Remedyforce Console tab. For more information, see Enabling-the-Remedyforce-Console-tab.
• The Enable and Use the Standalone Consoles check box is available on the Consoles tab only if you enabled the Incident Console and Task Console tabs before performing the upgrade. Otherwise, only the Enable and Use the Remedyforce Console check box is displayed. For more information about configuring the standalone consoles, see Configuring-the-Incident-Console-and-Task-Console-tabs.
• If you enabled the Incident Console and Task Console tabs before upgrading to version 20.14.01 or later, your profile-specific configurations for the Actions and Agent Tools menu options are retained when you enable the Remedyforce Console tab.
• If you are upgrading from version 20.13.02.015 or any of its patches, you must manually configure access for the new options in the Actions and Agent Tools menus, based on your requirements.
• If you are upgrading from version 20.13.01.014 or any of its patches, the new options in the Actions menu (New Action, Attach/View Files, and View Action History) for the Incidents/Service Requests and Tasks console views are selected by default. Similarly, the new option (Service Targets) in the Agent Tools menu for the Tasks console view is also selected by default.

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:

To customize the Remedyforce Console tab

1. Click Remedyforce Administration > Application Settings > Consoles.
2. On the Consoles tab, select the Enable and Use the Remedyforce Console check box.
3. 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.
4. 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.
5. 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.
6. Click Save.

General console settings 

You can configure the following settings under this section.

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.

Profile settings 

You can configure the follwoing settings for a profile.

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Related topics

Enabling multiple layouts

Managing custom layouts for console forms

Incident-management

Task-management

Problem-management

Change-management

Release-management

Broadcast-management

Using-the-change-schedule