• Service Request Fulfillment

    We have a few Service Requests that we ask managers to submit on behalf of their teams.  They select the employee name through a lookup filter that displays the employee name and email address.  When the for...
    Lorraine Sanner
    last modified by Lorraine Sanner
  • New Field on Template Field Info

    I want to add a new field/column here for "Field Label".  It's possible to create a field on Template Field Info object, but I want it to be a formula field so its automatic and not a manual process to maintain. ...
    Joshua Lenning
    created by Joshua Lenning
  • 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
  • Please hide "Remedyforce workspaces tab" from out of box ServiceDesk Staff Permission Set.

    score80
    Below Review Threshold
    16 votes
    - BMC recommends to use out of box permission sets however the out of box permission set has lot of extra access - We do not want to maintain one more permission set and manually add all changes for patch or upgrades...
    kedar zavar
    last modified by kedar zavar
  • Remedyforce Console

    Could a console layout visualization be associated to a specific record type and not only to be based only to profile/role? !
    Giuseppe Ruvolo
    last modified by Giuseppe Ruvolo
  • Report modification tracking report for admins

    score55
    Below Review Threshold
    11 votes
    With having dozens of report & dashboard folders and almost a thousand reports & dashboards created and maintained by hundreds or users and since the access to most of the report & dashboards folders is Re...
    Dan Bontrager
    last modified by Dan Bontrager
  • Need more permission options for reports and report folders

    score55
    Below Review Threshold
    11 votes
    Our organization would like to have more detailed report permissions we could give to users by their Profile to the reports and report folders under the Reports tab.  I have asked this question under Discussions ...
    Dan Bontrager
    last modified by Dan Bontrager
  • Live chat: answer multiple feeds the same time

    score100
    Below Review Threshold
    20 votes
    Let Staff-agent answer multiple client chat sessions the same time.   A staff agent should be able to decide how many sessions he/she can take.
    Torben Zenk
    last modified by Torben Zenk
  • Provide a snapshot of "My Activity" on Self Service 3.0. Make it easy for End users to see all records at one place.

    score95
    Below Review Threshold
    19 votes
    There is no way to track overall status of records on Self Service. It would be nice to have overall status of Open records  see below Either this could be as soon as you login  Common request , My Open Rec...
    kedar zavar
    last modified by kedar zavar
  • Multiple chats with one agent

    I believe it has been asked before but are there any plans to enable the ability for 1 agent to have multiple chats? It would be useful to have the ability to allow up to 5 chats per agent.
    Oliver Edmunds
    last modified by Oliver Edmunds
  • Linked Incidents related list label updated to "Linked Incidents & Service Requests"

    score40
    New
    8 votes
    When on the Details page for a Problem or Change Request record, we show the related list of Linked Incidents.  This section shows linked incidents and service requests, but the related list label is just "Linked...
    Dan Bontrager
    last modified by Dan Bontrager
  • Added Configuration to Self Service Smart Suggestions

    score45
    New
    9 votes
    When someone is raising an incident via self service, Smart Suggestions kicks in and starts searching Broadcasts, Knowledge Articles, etc.. depending on how you have it configured via Remedyforce Administration > C...
    John Wisdom
    last modified by John Wisdom
  • Remedyforce Chat - Add admin option on Pre-Chat form to tell a client no agents are available before entering a description

    score45
    New
    9 votes
    We rolled out Remedyforce Chat in March this year to one area in our company and did not enable the Pre-Chat form at the time, so clients would click on the chat tab and get either an agent to chat with immediately or...
    Dan Bontrager
    last modified by Dan Bontrager
  • Report delete error message should state which dashboards use the report

    score45
    Not Planned
    9 votes
    Our organization has grown to have over a thousand reports in dozens of report folders.  Likewise, we have hundreds on dashboards in dozens of dashboard folders.  When a user tries to delete a report that is...
    Dan Bontrager
    last modified by Dan Bontrager
  • Create OOTB fields to show Scheduled & Actual Date/Time Durations

    score45
    Below Review Threshold
    9 votes
    To help with change request management regarding change request record information, please create the following out-of-the-box (OOTB) fields:   'Scheduled Duration':  This field would show the amount of tim...
    Dan Bontrager
    last modified by Dan Bontrager
  • Add option for original submitter for approval select all manually chosen approvers on all steps

    score50
    Below Review Threshold
    10 votes
    I was testing using the first radio button option shown below on 2 approval steps in a row and have an enhancement idea for it.   When testing, as the original submitter (person A) submits the record for appr...
    Dan Bontrager
    last modified by Dan Bontrager
  • Allow other user fields for designating report & dashboard folder permissions

    score45
    Below Review Threshold
    9 votes
    When setting the permissions on our report and dashboard folders, there is not a good way to break out permissions to our various teams/areas.  Here is how you could restrict permissions today:   All of o...
    Dan Bontrager
    last modified by Dan Bontrager
  • Allow changes to Home tab 'Items to Approve' section

    score45
    Below Review Threshold
    9 votes
    All of our users land on the Home tab by default.  When users that are approvers have items to approve, they see those items in the 'Items to Approve' section:   We would like to be able to modify the fie...
    Dan Bontrager
    last modified by Dan Bontrager
  • Allow users to specify Dashboard chart colors on all chart types

    score45
    Below Review Threshold
    9 votes
    It would be a nice enhancement if users could configure what colors are used in the following Dashboard chart types:   Horizontal bar chart Vertical bar chart Line chart Pie chart Donut chart Funnel chart ...
    Dan Bontrager
    last modified by Dan Bontrager
  • Add Recently Created, Recently Modified, and Recently Viewed system views to the Remedyforce Console

    score55
    Below Review Threshold
    11 votes
    While still using the salesforce standard pages, the Incident, Problem, Change Request, and Task objects had system views to see the last 25 entries for ‘Recently Created, ‘Recently Modified’, and &#...
    Dan Bontrager
    last modified by Dan Bontrager