Remedyforce Community Blog

Winter 18 – Record Types

Posted by on Feb 14, 2018 in RF | Comments Off on Winter 18 – Record Types


The new release of Remedyforce, Winter 18 is here! And to me, the most exciting feature is having record types available from the Incident Console.

As you all know, prior to this week, if you want to have different layouts for different tickets (HR, Facilities, IT), you need to do it through Profiles – HR profile sees one layout, Facilities a different layout.

Winter 18 gives us much more flexibility – now, when I create the incident from the console, I can choose the layout as the ticket is created! And yes, I can change it later if needed.

How does it look?

From the incident console, here’s how you choose the layout you want to use:


So how do you get the choices? In Remedyforce Administration, Consoles, you create your layout. And by the way – notice you can ALSO select which categories and templates go with that layout! I’ll create a layout called CRM:


You then assign one or more layouts to a profile; that’s how you can control who can see the layout.


And so, back on the Console, I choose CRM:


And I get the appropriate layout:


And here are shots of Categories and Templates being limited by my layout:


And finally – I can change from one layout to another within the record!


I know we’ve all been waiting for this feature! I’m thrilled it’s here.


Building a Bucket Report

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


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!


As the year finishes up, I just wanted to pass along a few quick tips. I hope they are useful!

On 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 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.


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