During this unprecedented time, with the college looking to semi reopen, SUNY Schenectady County Community College needed a method to electronically track people in and out of the building. Using BMC Helix Remedyforce in an innovative way Jeff found he could use the solution to assist with the schools COVID screening process. read the blog to see how you can implement this process: BMC Helix Remedyforce: Create entry screening questionnaire in Self Service due to COVID
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- score635Product Team Review
Hi All For me the consoles are making huge leaps and bounds in terms of functionality which is great, one last big discussion point that still comes up is the ability to use the concept of the Record Type on t...
- score470Product Team Review
Remedyforce have multiple search options however lot of them require number of clicks and do not provide required outputs. Staff has to struggle through different interface to find required data. Simple ...
Requirement: While using consoles and if there are attachments attached to incident or any other records, they have below choices which needs an extra click 1.Actions > View attachments 2.Related list >...
For example would like to see incidents by priority and then by status or by any other column . Workaround: 1. create different views so that user can atleast sort by one important column This way have to maintain t...
Need: The ability to migrate request definitions that are built in sandbox environments up to Production. Notes: In controlled Salesforce environments where you cannot build Service Requests, or other f...
Ability to set “My Dashboard” as default landing page on Remedyforce console. Today you can set Tabs as default landing page. The Remedyforce console can be set as landing tab however staff still ha...
So issue A goes to Helpdesk – helpdesk Escalates to NOC- NOC works on this escalate to QA Need a way to find out the time spend by each queue – kind of timer on console (time under queue). Note- ...
It is very often necessary to map a number of input questions to one output field such as description. With service requests the order of items is often very important. So, my problem is that when changes ...
- score370Product Team Review
The custom tile created in self service should have the ability to change the icons so that they all don't look the same. I would like to have the ability to custom the icons for the custom tiles that I create.
- score360Product Team Review
The approval engine within Remedyforce is related to Salesforce and is limited for our needs, apparently IT approvals are more robust than Sales approvals. There seems to be little traction in the Salesforce wor...
Ability to Set Clickable URLs/Hyperlinks on service request form. New field type or use header type if you look at form and if you would like to launch say from from share point or another location or web then it shou...
- score355Product Team Review
There is no option when editing field sets or when creating Remedyforce console layouts to specify if a section should default to 'closed' or 'open'. This would allow a much simpler view for our users allowing t...
- score350Product Team Review
If you have an incident or task and select Actions->Email, then the subject line always shows as Incident <Incident Number> or Task <Task Number> as per the screenshot below. I k...
- score340Product Team Review
We should have some sound alert associated with chat alert - staff may not have RF Console opened on the screen always - in that case if Sound alert is there they will get to know that a customer is waiting. R...
- score340Product Team Review
Lot of customers want to assign Incidents based on Category based on SMEs etc it woudl be nice to have an option to assign Queues on category form and setting to enable assignments if this queue is populated. ...
- score335Product Team Review
We would like the ability to add pictures/banners to our self-service 3.0 page. We have a banner that we use on our intranet sites that users are very familiar with. we would like the ability to add this b...
- score330Product Team Review
Please provide ability to load /hide dynamic fields based on values in other field. In short we want Dynamic forms or ability to make fields required and visible and load on certain selection example ...
It would be useful to have the "Assign to myself" functionality on Incident console. Now it is possible to search among Staff Users and Queues during the assignment. Giusy
Hi All, Within large company it's impossible to group all Approver in a public group or queue. Salesforce provides the option in an approval process to manually select the approver. When submitting a record fo...
Would like to have the ability to configure the columns to be displayed in the Self Service My Approvals view. I can configure the columns to be displayed in the Self Service View Tickets and Requests list by ...