• Record Types on Console Views

    score605
    On Roadmap
    123 votes
    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...
    Stewart Ship
    last modified by Stewart Ship
  • Provide a single powerful "Search page/ tab/Advanced search options" for searching data in Remedyforce.

    score440
    Product Team Review
    88 votes
    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 ...
    kedar zavar
    last modified by kedar zavar
  • Add a flag to show attachment exists on the record.

    score435
    Delivered
    87 votes
    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 >...
    kedar zavar
    last modified by kedar zavar
  • Ability to migrate Request Definitions between Environments

    score420
    Delivered
    84 votes
    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...
    Matthew Graves
    last modified by Matthew Graves
  • Ability to sort on more than one column on Remedyforce console views.

    score410
    Product Team Review
    82 votes
    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...
    kedar zavar
    last modified by kedar zavar
  • Ability to set My Dashboardas default landing page on Remedyforce console.

    score400
    Delivered
    80 votes
    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...
    kedar zavar
    last modified by kedar zavar
  • Need ability to track time spend by Each Queue/ Response time by each escalated queue - in Reports for escalation or response time matrix

    score360
    Product Team Review
    72 votes
    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- ...
    kedar zavar
    last modified by kedar zavar
  • Ability to add Clickable URLs/Hyperlinks on service request form. New field type or modify header type fields with URL option

    score355
    On Roadmap
    71 votes
    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...
    kedar zavar
    last modified by kedar zavar
  • When mapping inputs to outputs on a request definition allow reordering

    score345
    Product Team Review
    69 votes
    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 ...
    Randall Thomson
    last modified by Randall Thomson
  • Remedyforce Approval Engine

    score335
    Product Team Review
    67 votes
    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...
    Lauren LaFortuna
    last modified by Lauren LaFortuna
  • Add Assign to myself button on Remedyforce Incident console

    score325
    Delivered
    65 votes
    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
    Giusy Barrile
    last modified by Giusy Barrile
  • Self Service - My Approvals view

    score320
    Delivered
    64 votes
    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 ...
    John Wisdom
    last modified by John Wisdom
  • Provide ability to set Queue on Category for Auto Routing Incidents (Out of box setting)

    score315
    Product Team Review
    63 votes
    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.   ...
    kedar zavar
    last modified by kedar zavar
  • Add ability to add custom sections to Incident / Task Console

    score315
    Delivered
    65 votes
    Please provide the ability to add new field sets to be used within the Incident / Task console.  This would provide similar functionality to the standard page layouts, and not limit customers to the out of the bo...
    Matthew Graves
    last modified by Matthew Graves
  • Remedyforce console sections need option of collapsed as default

    score310
    Product Team Review
    62 votes
    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...
    Randall Thomson
    last modified by Randall Thomson
  • SLA calculation based on clients Timezone

    score310
    Delivered
    64 votes
    Let's bring the timezone/SLA calculation to an easier setup;   SLA calculations are based on time zones for an account. Tickets are created by people within the same account, but are located in different parts o...
    Paul Donders
    last modified by Paul Donders
  • Self Service 3.0 ticket search

    score310
    Delivered
    62 votes
    Timothy Hill's Blog,   In Self Service 3.0 you cannot simply search for an existing ticket. It would be great if the search results include submitted tickets next to Related Knowledge and Service request.  ...
    Paul Donders
    last modified by Paul Donders
  • Allow configuration of the subject line in the email conversation settings

    score305
    Product Team Review
    61 votes
    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...
    Michael Kemp
    last modified by Michael Kemp
  • Ability to add signatures in "Email conversation window"/ Also should support  Rich Text

    score305
    Delivered
    61 votes
    There should be a way to put Signature of IT agent when they are replying, this should take signature of staff who has logged in. Also HTML  is not supported in email conversation . Option like below would below...
    kedar zavar
    last modified by kedar zavar
  • Automatically share access rights for a record when an approval has been submitted.

    score305
    Product Team Review
    61 votes
    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...
    Christophe Dufromont
    last modified by Christophe Dufromont