• 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
  • 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
  • Ability to set different/independent execution orders  for task templates in service request definitions

    score305
    Product Team Review
    61 votes
    Presently you can only have one sequence of task execution order in service request configuration. All tasks have to be closed to move to next one in sequence We like the ability of sequential execution which howeve...
    kedar zavar
    last modified by kedar zavar
  • 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
  • Remove "Date Expected" , "Date Required" on remedyforce console Service request forms. They show up even if they are not checked.

    score305
    Product Team Review
    61 votes
    Date required and date expected is shown to staff on console side. This is confusing user staff as these fields are not part of configuration andd not checked or shown on SS forms.     Ref Unable to rem...
    kedar zavar
    last modified by kedar zavar
  • How to Notify Incident Staff when Action History Updated

    score290
    Delivered
    58 votes
    I am trying to build notifications so the user set in the"Staff" field on the Incident template under "Assignment Details" gets notified whenever an email reply comes in from a client user or if a new note is added to...
    Richa Joshi
    last modified by Richa Joshi
  • Self Service 3.0 - Provide simple way to group "Common request" by department or categories

    score290
    Product Team Review
    58 votes
    Current option not user friendly. We would like below to increase usability. Saves time Easy to browse Easy to see available forms Shows count Gives admins to list forms  as needed      ...
    kedar zavar
    last modified by kedar zavar
  • Make fields like incident description or long text fields readable just by hovering.

    score280
    Product Team Review
    56 votes
    Today on console – you have to open a ticket to read compete description. Please give ability to hover and read whole text. This will  be a great help for support staff.   Submitted for customer
    kedar zavar
    last modified by kedar zavar
  • Self Service 3.0 -  icons on categories

    score280
    Delivered
    56 votes
    To help clients navigate quickly throught the categories it would be useful to be able to change the default icon to one more suitable to the category in the same way as this works on MyIT.   Currenly all icons ...
    Ingrid Stone
    last modified by Ingrid Stone
  • Within a Remedyforce Ticket, add the ability to copy and paste screenshots.  Change the "Note" section to be rich text instead of HTML

    score280
    Product Team Review
    56 votes
    Can you add the ability to copy and paste screenshots into tickets?    If you change the Notes to  rich text instead of HTML, I believe this would allow users to paste screenshots into tickets inst...
    Debbie Brown
    last modified by Debbie Brown
  • Attachment improvements in Remedyforce Console

    score280
    Product Team Review
    56 votes
    Hi All,   I would like to introduce the following Idea's to improve working with attachments in the Remedyforce Console.   Fact: - Attachments are visible in the record details section or in a popup when cl...
    Christophe Dufromont
    last modified by Christophe Dufromont
  • Better reporting for service request forms.

    score275
    Product Team Review
    55 votes
    -Currently it is very hard to get the reports on service form fields unless you do mapping of fields done on service request configuration -  The only other table which we can use “Service Request Input De...
    kedar zavar
    last modified by kedar zavar
  • Page Layouts for Service Requests

    score275
    Product Team Review
    55 votes
    Remedyforce Winter '18 added the option for Page Layouts for Incidents and Tasks. Sadly this feature does not include Service requests, despite it living on the incident object.   "General considerations The M...
    Gabriel McGinn
    last modified by Gabriel McGinn
  • Roll-up Summary fields for linked tasks (ex: How many open tasks linked to an Incident)

    score275
    Product Team Review
    55 votes
    Per BMC KB # 24846, due to the nature that tasks are linked to incidents via lookup as opposed to Master-Detail, we cannot have roll up summary fields created on the "parent" record (Incident to Task, Problem to Task,...
    Nicolas Roome
    last modified by Nicolas Roome
  • Allow rich text or html in email conversations

    score270
    Delivered
    54 votes
    It would be convenient to have the ability to use rich text or HTML in emails conversations with the end user, particularly if you would like to format an email to include several inline images, e.g. sending ad hoc in...
    Robert Fults
    last modified by Robert Fults
  • To have Time Remaining and Elapsed time value displayed on the Report " Incidents with Incident Service Targets and SLA "

    score265
    Delivered
    55 votes
    Currently Time Remaining and Elapsed time is calculated on the fly when the SLA's are accessed on Incident so it is not available for reports.   1.Modify Remedyforce Report " Incidents with Incident Service Targ...
    Kevin Nadar
    last modified by Kevin Nadar
  • Sound alert if any Staff agent receives a chat

    score265
    Product Team Review
    53 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
  • Link Change Request to another Change Request

    score260
    Product Team Review
    54 votes
    We would like to be able to add an object to the Record Details section of Change Requests that allows for Selecting and linking another (or multiple) change request.   Often a change is requested to a program w...
    Kevin Michael
    last modified by Kevin Michael
  • Ability to create Multi Select Pick list fields on service request just like Salesforce multi select picklists. No need to press "Ctrl" key & ability to resize the list

    score255
    Product Team Review
    51 votes
    1) Please provide ability to create pick list values on service requests just like Salesforce. We have large multi select pick lists and user has ti click Ctrl and scroll down. These are prone to errors and can break ...
    kedar zavar
    last modified by kedar zavar
  • Single view based on your work

    score250
    Product Team Review
    50 votes
    Hi,   Many customers, staff agent, complain about the many tabs.. Therefore, and not only for that reason, it would be good to have 1 console view based on the work assigned to that staff agent. So, in 1 view al...
    Paul Donders
    last modified by Paul Donders