• Create the “Create and Link a Release to Incident” button

    score10
    Active
    2 votes
    Remedyforce currently has buttons to "Create and Link Change Request to Incident", "Create and Link Problem to Incident", and  "Create and Link Task to Incident". A Release (Project) can also be spawned via a Inc...
    Craig Hurst
    last modified by Craig Hurst
  • BMC Helix Remedyforce Recent Videos

    We think the videos index page BMC Helix Remedyforce YouTube Support Video Index has grown to the point were it would be beneficial to have an abbreviated page.  The BMC Helix Remedyforce YouTube Support Video In...
    James Dubcak
    last modified by James Dubcak
  • Top Viewed BMC Helix Remedyforce Knowledge Articles

    The Remedyforce Top 25 Knowledge Articles.  Each month we will update list to provide the most used documents for the past month...Updated 17-January 2020     Article # Title 000139904 How to conf...
    James Dubcak
    last modified by James Dubcak
  • Support What's New

    Release Calendar Latest Version: BMC Helix Remedyforce Summer 19 P3 Revised, Build 201902.99.111 pushed to Production December 13, 2019. Release notes and notices - Documentation for BMC Helix Remedyforce 20.19.02...
    James Dubcak
    last modified by James Dubcak
  • BMC Helix Remedyforce Monthly Newsletter – January 2020 Edition

      On behalf of the entire BMC Helix Remedyforce Team, we would like to wish you a happy and prosperous New Year!  We are starting the 20's off with a roar keeping you informed of all the vital information yo...
    Michelle Wettengel
    last modified by Michelle Wettengel
  • How to Chat with BMC Helix Remedyforce Support - INCLUDES VIDEO

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: How to Ch...
    Knowledge Admin
    last modified by Knowledge Admin
  • BMC Helix Remedyforce - How to Calculate Business Working Hours and Days for an Incident Record

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: How to Ca...
    Knowledge Admin
    last modified by Knowledge Admin
  • Add an admin option to expand service request instructions by default

    score165
    Below Review Threshold
    33 votes
    We have numerous use cases where a service owner would like specific instructions on each service request, but they need all the instructions to be visible to make sure the user sees them.  Typical user behavior ...
    Dan Bontrager
    last modified by Dan Bontrager
  • Missing "assign categories assign templates assign status" buttons when editing layout

    Not sure which permission I'm missing?   In my org, when I go Remedyforce Administration/Application Settings/Consoles – click on “default Setting for Profiles” and then go to “Create/Edi...
    Anne Brock
    last modified by Anne Brock
  • Time Tracking Across All Objects

    score35
    Not Planned
    7 votes
    On the ACTION CLOSE form of Incidents and Service Request there is a filed called "Time Spent" that allows the Staff to enter the time they worked on the ticket in minutes. This field in not available to CHANGES and T...
    Craig Hurst
    last modified by Craig Hurst
  • Allow warning messages vs. only validation rules

    score130
    Below Review Threshold
    26 votes
    Under our organiztion's Change Management policy, we require that certain actions occur before other actions (e.g. the change request must be fully approved before any implementation can occur).  We have date fie...
    Dan Bontrager
    last modified by Dan Bontrager
  • BMC Helix RemedyForce Validation Rule to Ensure Staff Field is Populated when the Status is Set to "Completed"

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: How to cr...
    Knowledge Admin
    last modified by Knowledge Admin
  • BMC Helix Remedyforce - Report on Notes and Attachments.

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: Is it pos...
    Knowledge Admin
    last modified by Knowledge Admin
  • How to Remove the Submit a Ticket Option from the Self Service in BMC Helix Remedyforce

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION: How to Re...
    Knowledge Admin
    last modified by Knowledge Admin
  • How to Make Fields Required in BMC Helix Remedyforce?

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk QUESTION:   &...
    Knowledge Admin
    last modified by Knowledge Admin
  • BMC Helix Remedyforce - Insufficient Privileges Error when Accessing the Self Service Link of a Request Definition

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk PROBLEM: Insuffici...
    Knowledge Admin
    last modified by Knowledge Admin
  • BMC Helix Remedyforce - How to Add Incident fields to the Service Request form for View Tickets and Requests tab in Self Service.

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified. PRODUCT: BMC Helix Remedyforce Service Desk PROBLEM:   &...
    Knowledge Admin
    last modified by Knowledge Admin
  • Hide service request input fields from self service but not staff console

    How can I hide service request input fields from the self service portal but not the staff's console view?
    Ryan Kreigh
    last modified by Ryan Kreigh
  • Allow configuration of the subject line in the email conversation settings

    score330
    Product Team Review
    66 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
  • Mapping Requested By to Caller Name

    Because our users can create tickets and requests in self service on behalf of other people (which is great!) we would really like to be able to populate the Caller Name field on Incidents and Service Requests with th...
    John Wisdom
    last modified by John Wisdom