You can use templates for this.. did you try that?
Sent from my iPhone, please excuse any typos
Can you please elaborate how can I use a template here. How can I add buttons to the Remedyforce Console?
You can create template from Remedyforce administration > templates.
Set required field values at bottom .
Once created - you can use it from console by typing name of template on console
Templates aren't buttons; but they are easy to apply - open a record, put in a customer name, select the template, and save.
Not sure what the use case is for buttons ... but could see something interesting there. "common actions" across the top of the console (or more likely available like the "link to broadcast" and "update" buttons are available); click on one of them - reset password - and it asks for customer name and then applies the template as you save it. Interesting - I recommend you put in an idea about that - basically allow custom buttons next to the new/delete/change owner, etc buttons on the Console...
But in the meantime - once you create templates - the support analyst selects new; enters customer name; enters template name; hits save; and, assuming the ticket sets status to closed, the ticket is done.