• Record Types on Console Views

    score635
    Product Team Review
    129 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.

    score470
    Product Team Review
    94 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 sort on more than one column on Remedyforce console views.

    score425
    Delivered
    85 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 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 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

    score385
    Delivered
    77 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
  • Custom Tile Icons

    score370
    Product Team Review
    74 votes
    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.
    Gary Massey
    last modified by Gary Massey
  • When mapping inputs to outputs on a request definition allow reordering

    score370
    Delivered
    74 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

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

    score355
    Delivered
    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
  • Remedyforce console sections need option of collapsed as default

    score355
    Product Team Review
    71 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
  • Allow configuration of the subject line in the email conversation settings

    score350
    Product Team Review
    70 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
  • Sound alert if any Staff agent receives a chat

    score340
    Product Team Review
    68 votes
    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...
    Jyoti Verma
    last modified by Jyoti Verma
  • Provide ability to set Queue on Category for Auto Routing Incidents (Out of box setting)

    score340
    Product Team Review
    68 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
  • Better branding capabilities on Self-Service 3.0

    score335
    Product Team Review
    67 votes
    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...
    Garrett Wise
    last modified by Garrett Wise
  • Support "Dynamic Fields" / "Dynamic field sets" - ability to hide/show &make certain fields required based on certain values or form value selection

    score330
    Product Team Review
    66 votes
    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 ...
    kedar zavar
    last modified by kedar zavar
  • Automatically share access rights for a record when an approval has been submitted.

    score325
    Delivered
    65 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
  • 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