How to See Linked Accounts on Problems in Remedyforce

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    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


    APPLIES TO:

    BMC Helix Remedyforce Service Desk



    QUESTION:

    How to see client accounts on Problems when the Problem is created from an Incident.


    ANSWER:

     

    The requested is feature is not available as the Incident Problem relationship is Many to One, meaning there are can be many Incidents associated to one Problem.  Since Incidents can be from clients of more than one account the feature is not available.

    If you wish to see the account of the client in the Incident associated to the Problem from the Problem you can add the Account field to the Incident related list on the Problem form.

      

    Steps to Add the Account field to the Incidents Related list of the Problem form:
    1. Log into Salesforce | Click Create | Click Objects | Click the Problem Object.
    2. Under Page Layout | Click Edit by the Remedyforce Problem Version 3.0 layout.
    3. Click the Wrench by Linked Incidents
    4. Move the Incident.Account field from Available to Selected fields | Click Ok | Click Save.
    5. Go to the Remedyforce Console | Open a problem with an Incident linked to it.
    6. Click Record Details Verify the Client account is displayed.

     


    Article Number:

    000100472


    Article Type:

    FAQ/Procedural



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