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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!

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