• Is there any limitation on how many tasks can be linked to a single Incident/SR/CR?

    We have a situation where we need to create around 600 Tasks under a single Change Request record. Before doing this, we would like to confirm is there any limitations of the amount of Tasks that can be linked to a si...
    Sonja Repo
    created by Sonja Repo
  • Change the colour of the add note button

    score135
    Below Review Threshold
    27 votes
    When users are adding a note on to ticket, is there any way of changing the colour of the 'add note' button.  Feedback from users is that they click on the 'submit' button resulting in the note being lost.  
    Leila Chaba
    last modified by Leila Chaba
  • Request Definition Custom Field

    I want to add a custom field called, "Owner" to the Request Definition > General tab for reporting purposes. I have created the custom field on the Request Definition object but do not see where I add it so it is a...
    John Wisdom
    last modified by John Wisdom
  • Sort checked row

    I have a tab where i save my values in Unsorted column. And when I check checkbox I want to copy value from Unsorted column then sort it and save in Sorted column. How to implement sort of sortApRec? (built-in sorting...
    Greg Jason
    last modified by Greg Jason
  • Possibility to change out-of-box record type describtions

    score10
    New
    2 votes
    Petra Peura
    last modified by Petra Peura
  • Ability to send non-client email templates via Actions-> Email

    score15
    Not Planned
    3 votes
    "Per Salesforce email functionality using a template at least one email id in the To field must match a user's email address of an configured user in Salesforce org. This is mandatory and by design of the Salesforce f...
    Jessica Hinkal
    last modified by Jessica Hinkal
  • WorkFlow rule question - Create email alert for creation of Problem record

    What work flow rule could I create that would send out email alert after the creation of new problem record, the one we have for incidents is   Evaluation Criteria - Evaluate the rule when a record is created &#...
    Kelvin Santana
    last modified by Kelvin Santana
  • Is it possible to change KBA record type Descriptions?

    How to change out-of-box descriptions for different record types in KBAs?   Thanks
    Petra Peura
    last modified by Petra Peura
  • Is it Possible to Link an Incident to Change Request Template 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: Is it Pos...
    Knowledge Admin
    last modified by Knowledge Admin
  • BMC Helix Remedyforce - How Many Criteria are allowed into One Process Builder Process?

    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: BMC Helix...
    Knowledge Admin
    last modified by Knowledge Admin
  • How to Query BMC Helix Remedyforce Templates from the Salesforce Developer Console

    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 Qu...
    Knowledge Admin
    last modified by Knowledge Admin
  • standard changes

    I’m looking for some ideas here…   Per ITIL - A standard change is a change to a service or infrastructure for which the approach is pre-authorized by Change Management that has an accepted and est...
    Scott Nyce
    last modified by Scott Nyce
  • The Print and Print to PDF Options are Not Supported in BMC Helix Remedyforce Lightning

    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 DETAILS: The print...
    Knowledge Admin
    last modified by Knowledge Admin
  • Common Tickets (Templates) - By Accounts or Permission Sets

    score55
    Not Planned
    11 votes
    Currently, the configuration of the templates is done by "Profiles". As a suggestion to have the templates configured by Accounts or Permission Sets (as Request Definitions)  
    Gustavo Pedrinho
    last modified by Gustavo Pedrinho
  • Set default email template

    score70
    Below Review Threshold
    14 votes
    On incident tikcet replies there are no default email template, this needs to be manually selected. With the new lightning layout it takes more time and not an opperational improvement.   It would be good if the...
    Emile Steenkamp
    last modified by Emile Steenkamp
  • Remedyforce Approval Engine

    score330
    Product Team Review
    66 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
  • Queue required is not marked with red pipe! Please add 2 field sets - one with not required and other with required which could be used with validation rules. User are getting frustrated as it does not show required.

    score85
    Below Review Threshold
    17 votes
    Agents are getting frustrated as this does not align with other layouts. Please consider this. Almost every customer asking for this. Why this is inconsistent with other fields.   Queue required is not marked wi...
    kedar zavar
    last modified by kedar zavar
  • Ability to add Clickable URLs/Hyperlinks on service request form. New field type or modify header type fields with URL option

    score330
    On Roadmap
    66 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
  • Update user records - Google accounts

    Hello,   I see there is a way to sync user data from AD using Pentaho, is there a similar process for syncing users from Google G-suite? I have SSO and just in time provisioning setup and working with our Google...
    Seth Malwitz
    last modified by Seth Malwitz
  • How to Remove Salesforce Search bar in BMC Helix Remedyforce Self Service 3.0

    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...
    Knowledge Admin
    last modified by Knowledge Admin