Remedyforce Community Blog

Building a Bucket Report

Posted by on Jul 31, 2017 in RF | Comments Off on Building a Bucket Report

BY ANNE BROCK, RIGHTSTAR

I had a customer who wanted a report that would show how long it took to close tickets by hours and days. For this, I used Buckets in reporting, which I had never used before, and I thought I’d share!

First – here is the end result – isn’t it pretty?

 

How did I get it?

First Step: a custom field; a formula field. I used 3 decimal places; formula is “BMCServiceDesk__closeDateTime__c – BMCServiceDesk__openDateTime__c”.

 

Then I created a new report against Incident. I added two fields to the report: “Owner Name” (you may want to use “Staff” instead) and the new field I had just created (AB Time Open). I then added a filter of “State Open = False”. I set the report to matrix; and put the Owner Name as the left-hand column. Next I went to the “Show” menu and unchecked the Details option:

 

 

This gives me this report so far:

 

 

And now, the magic – I dragged “Add a Bucket Field” from the left over to the “Drop a field here to create a column grouping”. I named it, and started filling it out. Key thing here is that field that you created. If a ticket was open for 1 hour, and the field is set to three decimal places, you will have 0.042 in the new field. (1 hour divided by 24 is 0.04166666667). That means all tickets where the new field is less than 0.042 were open less than an hour. Between 1 and 2 hours, the field will be between 0.042 and 0.083. (Some of you may want to use more decimal places.)

So, while editing the bucket field – choose your new field as the source column. You will then get the opportunity to “Define Ranges”. This is how it looks as you start:

 

 

And now as you build it out further:

 

In my report, I did buckets for <= 1 hour, <= 2 hours, <= 3 hours, <= 5 hours, <= 1 day, < =2 days, <= 3 days, <= 7 days and then > 1 week. That’s what my customer wanted; your buckets may vary.

Save your bucket field, and that’s all it takes to get the kind of report we saw at the beginning of this article.

Hope this helps with a report you’ve been wanting to have!

A few quick Remedyforce tips!

Posted by on Dec 29, 2016 in RF | Comments Off on A few quick Remedyforce tips!

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.)

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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.

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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!)

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Once you set it, then you get the option to do a new client on an incident –

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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!

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That’s it for today. I hope everyone is looking forward to a great 2017! Contact sales@righstar.com 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.

 

Let’s talk about Remedyforce Change!

Posted by on Aug 5, 2016 in RF | Comments Off on Let’s talk about Remedyforce Change!

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:

Calendar from Console
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.)

Filter Calendar

 

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.

Change Type Colors

 

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.

Override Blackouts

 

I think BMC did a good job at hitting on some needed enhancements for Remedyforce Change. I hope everyone agrees!

 

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