Creating a visual indicator (e.g. Flag), based on Category selected on a ticket, to highlight them in the Remedyforce Console
I would propose that you create a new field on Incident Object, of type Formula (Text), and when a certain Category is selected by the Service Desk Agent on the Incident Form, a red flag will display against the ticket in the Incident Form, and also in the list view of tickets.
New Field in Incident Object – of Type (Formula > Text)
Formula: Copy and paste into the Formula Field – amend the Category Name in the “ “ for your own Org. I have created the formula like I have, as I thought you may have multiple Categories that could be selected where you wish the agents to work on the ticket quickly.
IF(AND ( ( BMCServiceDesk__Category_ID__c ) ="Building Access" ), IMAGE("/img/samples/flag_red.gif", "red"),
IF(AND( ( BMCServiceDesk__Category_ID__c ) ="Email"), IMAGE("/img/samples/flag_red.gif", "red"),
IF(AND( ( BMCServiceDesk__Category_ID__c ) ="Email Storage"), IMAGE("/img/samples/flag_red.gif", "red"), '')))
Add new field to the following Field Sets in Incident Object:
Consule – Status and Priority – you can see the Flag in the Incident Form
I also created a report and added it to a Dashboard, so I could see the number of ‘Urgent’ flagged tickets I have open:
I hope this offers you a way to help manage these particular set of tickets.