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For those of you that have moved to use the Salesforce Lightning Experience, or are looking too, you may find the below helps with any speed issues you may find.


Article to help with performance of Lightning Experience:

Improve Performance and Speed in Lightning Experience


In your Org:

Setup > Session Settings > Click in the ‘Enable Content Delivery Network (CDN) for Lightning Component Framework’

We have had reports that once this checkbox is ticked, it does improve the usability of the solution, while working in Lightning.  Some have reported an issue though with exporting of reports, so you may need to un-check the box if you experience this.


Session Settings - Lightning Speed.JPG

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If you need to be able to see Multiple Views of your tickets across the different Objects (so you might want access to a list view in Incidents, Change Requests and Service Requests, at the same time), turn on the “Display Multiple Views” option in the Remedyforce Console


Display Multiple Views 1.JPG


As you click on the different Objects in the View menu, the Tab will appear and can then be selected – you can then decide which List View/Queue you wish to see in that Object.


As you can see from the screenshot below, I have 4 Views open across 4 Objects, and I can navigate between the different Tabs to see the List View of tickets in that Object, while retaining access to the List Views in the other Objects.  My scenario below is looking at the Incident – All (List View), and I have access to then click on Change Requests, Service Requests and Tasks, which will each display a List View of tickets, of my choosing.


Display Multiple Views 2.JPG

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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:


Incident Field Set.jpg

Column Headers – you can then add the new field to your list view of tickets  :List View of Tickets button.jpg


Urgent Flag.JPG


Consule – Status and Priority – you can see the Flag in the Incident Form


Status and Priority.jpg

I also created a report and added it to a Dashboard, so I could see the number of ‘Urgent’ flagged tickets I have open:


Dashboard for Important Flagged tickets.jpg

I hope this offers you a way to help manage these particular set of tickets.

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Hot off the press, we present our Remedyforce Winter 19 Insights!


As always, the Remedyforce Team thanks you so much for your feedback during our Winter 19 release.  Stay tuned....Summer 19 is right around the corner!