• Automatically match incoming emails via Message-id (Auto Incident Matching)

    score255
    Product Team Review
    51 votes
    We get a lot of customers who cc various people on incoming emails to our EmailListener service. Sometimes these other people reply to the message and as our EmailListener is still cc'd, it creates duplicate Incidents...
    Harry Manley
    last modified by Harry Manley
  • Report possibility on total elapsed time and total time on each status

    score250
    Delivered
    50 votes
    Hi All,   Following request is really important for several customers: 1) Reporting on the total elapsed time of a request. This means the total duration that the staff employee worked on the ticket taking the...
    Christophe Dufromont
    last modified by Christophe Dufromont
  • Self Service 3.0 - Display user data from Remedyforce

    score250
    Product Team Review
    50 votes
    Allow data from Remedyforce to be dispayed on SRDs within Selfservice (Beta)   For example display to a user the phone number and location we hold for them on the Remedyforce.   If possible display in a fi...
    Ingrid Stone
    last modified by Ingrid Stone
  • Shared Calendar w/ Assigned Incidents (Who is working on What & When - Quick Overview)

    score245
    Delivered
    49 votes
    It would be incredibly helpful to have a Service Desk calendar in which the supervisor can easily see which tech is scheduled for which tickets. The "Inquiry Title" field (currently not a default incident form field) ...
    Sirin Samman
    last modified by Sirin Samman
  • Ability to select what Email Templates are Available for Email Conversation

    score245
    Delivered
    49 votes
    Hello BMC Community,   It would be fantastic to have an option when creating any Email Template to check if the email is to be made available for Email Conversation.  Currently we have a lot of email templa...
    Sonya Dhand
    last modified by Sonya Dhand
  • To set a Queue to Inactive within Remedyforce Administration

    score245
    Delivered
    49 votes
    Scenario: The requirement is to make Queues inactive so that those Queues do not show up anymore in de queue lookup field of an incident or other modules. At the same time, the incidents of the inactive Queues should ...
    Jan Blanke
    last modified by Jan Blanke
  • Recurring Incidents

    score240
    Product Team Review
    48 votes
    Currently the recurring incidents feature creates all of the incidents at once as soon as the recurring incident template is applied to an incident. We would like to see the incident created on the actual date. For ...
    Tony Elliott
    last modified by Tony Elliott
  • WYSIWYG Editor for Remedyforce Knowledge Base Articles

    score240
    Product Team Review
    48 votes
    Hi there, wonder if there are plans to have a WYSIWYG editor for Knowledge Base Articles.  Currently I can create articles, but the editor looks very dated.  Something similar to what this site is using woul...
    Service Desk
    last modified by Service Desk
  • Filtering of attachments from emails

    score235
    Delivered
    47 votes
    Today corporate email templates and signatures usually contain pictures - see sample email signature below:   For example here there are four different icons. These icons become unnecessary attachments on Reme...
    Mikko Lehtola
    last modified by Mikko Lehtola
  • Self Service 3.0 - Categorize knowledge articles

    score235
    Delivered
    47 votes
    A flat list of articles is insufficient. Yes, search is powerful but many feel more comfortable navigating. At least give us one level of categorization.  
    Ryan Maddy
    last modified by Ryan Maddy
  • Extend lookup filters for console to include CMDB (/base element)

    score235
    Delivered
    47 votes
    Hi,   we would have a need to create filtered lookup fields in CMDB, but it's not possible. There is already base for setting filters for Remedyforce console, why not for CMDB.   How to make custom lookups ...
    Antti Tapiola
    last modified by Antti Tapiola
  • Self Service 3.0 - look-up field showing multiple columns

    score235
    Delivered
    47 votes
    With the current Self Service, when a look-up field is part of the SRD, the user can see mulitple columns related to this look-up field. With Self Service 3.0 we would love to have the same functionality. Now it is l...
    Erwin De Smedt
    last modified by Erwin De Smedt
  • Add Knowledge Articles to Remedyforce Console

    score230
    Product Team Review
    46 votes
    Allow for the addition of KA's in the console; today use of Standard Pages is limiting. For example searching for a KA category, SF look up is limited to recently viewed items instead of all categories.
    Nancy Hinich-Gualda
    last modified by Nancy Hinich-Gualda
  • Make console Category tree just like Self Service Categories

    score230
    Product Team Review
    46 votes
    The category tree on console does not give complete path of Category say Category - Type - Item, please make it just like "Self Service category". This will help agents to categorize better See below   when w...
    kedar zavar
    last modified by kedar zavar
  • Ability to use type ahead on Queue and Staff field

    score225
    Delivered
    45 votes
    Would like to have the ability to do type ahead on the queue and user fields.  Currently, you have to click the lookup icon to search for both the queue and staff in the assignment details section of the record.&...
    Eric Cobb
    last modified by Eric Cobb
  • Allow clients using Self Service to attach a document before submitting their record.

    score225
    Delivered
    45 votes
    Allow clients using Self Service to attach a document before submitting their record.
    Virginia Leandro
    last modified by Virginia Leandro
  • Remedyforce Survey - Allow Flexibility to Customize

    score225
    On Roadmap
    45 votes
    While the Remedyforce survey is not intended to provide the same capabilities of a Survey Monkey, a number of Customers have requested the ability to customize the survey layout.  This includes things like being ...
    Lisa Kraas
    last modified by Lisa Kraas
  • RF Winter 17 – Please provide ability to set back ground color/ theme for Remedyfoce console. The new “white” form colors in not very readable. We would like to set it to “light Gray”

    score220
    Delivered
    44 votes
    RF Winter 17 – Please provide ability to set back ground color/ theme for Remedyfoce console. The new “white” form colors in not very readable. We would like to set it to “light Gray” or...
    kedar zavar
    last modified by kedar zavar
  • View my tickets Self Service 3.0 - make it more readable table view, this looks like "email conversation threads" - please give tabular view

    score220
    Product Team Review
    44 votes
    Current view my activity is confusing users and not user friendly The existing records look like email conversation. Its hard to locate records easily Search is not visible We would like Self service 3.0 design to...
    kedar zavar
    last modified by kedar zavar
  • Add ability to restrict categories by account

    score220
    Product Team Review
    44 votes
    Add the ability to restrict categories by account for the category tree available in the "Submit a Ticket" function in the self service Portal. The use case is we have over 200 Services that only need to be seen at sp...
    Patrick Capen
    last modified by Patrick Capen