Announcement 1 BMC Helix Remedyforce Monthly Newsletter – June 2020 Edition
Log in to follow, share, and participate in this community.
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... 
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. ... 
Record Types on Console Views 635Product Team Review
129 votesHi 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... 
Please hide "Remedyforce workspaces tab" from out of box ServiceDesk Staff Permission Set. 80Below 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... 
Remedyforce Console Could a console layout visualization be associated to a specific record type and not only to be based only to profile/role? ! 
Report modification tracking report for admins 55Below Review Threshold
11 votesWith 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... 
Need more permission options for reports and report folders 55Below Review Threshold
11 votesOur 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 ... Live chat: answer multiple feeds the same time 100Below Review Threshold
20 votesLet 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. 
Provide a snapshot of "My Activity" on Self Service 3.0. Make it easy for End users to see all records at one place. 95Below Review Threshold
19 votesThere 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... 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. 
Linked Incidents related list label updated to "Linked Incidents & Service Requests" 40New
8 votesWhen 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... Added Configuration to Self Service Smart Suggestions 45New
9 votesWhen 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... 
Remedyforce Chat - Add admin option on Pre-Chat form to tell a client no agents are available before entering a description 45New
9 votesWe 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... Report delete error message should state which dashboards use the report 45Not Planned
9 votesOur 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... Create OOTB fields to show Scheduled & Actual Date/Time Durations 45Below Review Threshold
9 votesTo 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... Add option for original submitter for approval select all manually chosen approvers on all steps 50Below Review Threshold
10 votesI 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... Allow other user fields for designating report & dashboard folder permissions 45Below Review Threshold
9 votesWhen 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... Allow changes to Home tab 'Items to Approve' section 45Below Review Threshold
9 votesAll 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... Allow users to specify Dashboard chart colors on all chart types 45Below Review Threshold
9 votesIt 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 ... Add Recently Created, Recently Modified, and Recently Viewed system views to the Remedyforce Console 55Below Review Threshold
11 votesWhile 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 &#...