BY ANNE BROCK, RIGHTSTAR SYSTEMS
As the year finishes up, I just wanted to pass along a few quick tips. I hope they are useful!
On communities.bmc.com recently, someone was asking about how to take queues off-line if they aren’t being used anymore. You can’t delete them if they are tied to any objects. It turns out there is an administration option for this – go to Remedyforce Administration; Manage Users; Manage Queue Availability. Move the queue you are no longer using from the left to the right, save, and it will be offline. (Make sure to check any workflow rules, auto-assignments, or reports that might refer to it.)
And while we’re in that screen – do you see that “Assignment” button? That can be used to limit the queues that someone sees by Account, Profile, or Role. So if you want your Human Resources profile people to only see HR queues – click on the Assignment button, select Profile, select the profile on the left, the queues that they should be able to see on the right. For groups that just want to focus on their tickets, this can be a nice way to reduce the amount of information they see.
Next up – I recently pulled a new org, and I noticed a couple things that weren’t enabled by default. So I enabled them! If you haven’t done these in your org, you might want to.
Want to allow your support desk to create new users when entering a ticket? Go to Remedyforce Administration, Manage Users, User Settings. Check the box “Enable creation of clients from the Incident page in Remedyforce Console”. (You may notice some other interesting settings there as well!)
Once you set it, then you get the option to do a new client on an incident –
And here’s one that was frustrating for one of our new customers – their broadcasts weren’t scrolling and they didn’t know why. Well, there is an option for that – Remedyforce Administration, Application Settings, General Application Settings – check the box “Start scrolling broadcast messages for all users”. Now they will start scrolling!
That’s it for today. I hope everyone is looking forward to a great 2017! Contact firstname.lastname@example.org if we can help you out with your current Remedyforce implementation or if you are thinking about becoming a new Remedyforce customer! We hope to hear from you soon.
BY ANNE BROCK, RIGHTSTAR SYSTEMS
There were some nice enhancements around Remedyforce Change in Summer 16. In case you haven’t had a chance to look at them, here’s some information:
First, the Calendar is now accessible from the Remedyforce Console. You don’t have to be in a change record or have it on your Dashboard to see it – it’s right there with everything else:
A very useful capability is that you can now filter the changes that appear on the calendar. For those of you in busy environments, being able to filter by any field on the change form will simplify your life – just go to the filter icon in the top right, select the field and criteria – and apply. (And yes, you can add multiple rows/criteria.)
For those of you who don’t like the out of the box change type colors on the calendar, you can now configure that – open up the calendar, go to the set up icon, and click on a color to change it.
Finally, have you ever been frustrated because you have an emergency change request – but there is a scheduled Service Outage so you can’t schedule the change? There is a way to do it now! You can add the field “Override Blackouts” to the User layout page; and then select that checkbox for those users who you want to be able to override Service Outages when there is an emergency change. This way changes will be scheduled for when they happened, and not moved to a time outside the outage window.
I think BMC did a good job at hitting on some needed enhancements for Remedyforce Change. I hope everyone agrees!
BY ANNE BROCK, RIGHTSTAR SYSTEMS
I hope everyone has signed up for our “What’s new in Remedyforce Summer 16” webinar on July 19; we will hit most of the enhancements on that webinar.
Today I wanted to discuss one particular enhancement – Service Health. This information is available in two places: as a tab for support staff members; and as a tile for users in the standard self-service interface. (It is not yet available for mobile end user interface or for the self-service beta yet.) Service Health allows an organization to display what is going on with the organization’s services, along with any updates regarding them. End users see the services relevant to them; the Support Staff has a variety of ways to filter which services they see.
Here is a screen print of what it looks like from the self service side:
And from the Support Staff side:
So how does the service outage get configured? The first step, of course, is to have Services in your CMDB. If you haven’t started setting those up, this is a great time to start! Use the Business Service class in the CMDB to define your services. Be sure to link them to an account and/or client if you want your end users to see the status in the self-service portal.
So let’s say we’re going to be doing some maintenance to a system; so we want to make sure our users know it’s not available. I’ll use End User Services from the screen print above as an example. To set the outage window, I go to my Remedyforce Administration page, and search for “Service Outage” (under the Manage Workflows and Other Processes section). I select new, and fill out the form as needed. You can let the system auto-generate a name for the outage (which ends up being a number) or you can enter a name manually. Here’s my Outage record:
I’m going to add an “Action” to this so I can give my end users more info about the maintenance that is going on. I click on the Actions button, and select “New Action” and “Service Health Update” (note: if you have not yet fully configured the Service Health option, you won’t see that action in the list. Or you may have called it something else.) I’ll add this action:
What’s the result? First, when my user goes to Service Health in self-service, they see that the End User Services is undergoing maintenance -the icon has changed:
And when they click on it, they see the information I just added to the outage:
Once the outage is over, the service will return to being available.
How cool is that feature? It’s a great way to communicate with your end users and to let the support team know what’s going on with the services. Enjoy it!
If you want assistance upgrading to Summer 16 and enabling all the new features, just contact your RightStar account manager.