by RightStar Team | Apr 24, 2023 | Blog, Remedyforce
Reporting on MTTR There is a long discussion on calculating MTTR here. But short form: It’s the sum of Resolution time (in days) divided by the number of incidents. Get the Resolution Time – I’m going to use “Closed Date,” which isn’t quite accurate. If you use...
by RightStar Team | Mar 11, 2023 | Blog, Remedyforce
We have gotten comments from customers that they would like more control over the Remedyforce Self-Service portal. There has been a way to do that for a while, but I only recently tried it out. It’s something called Salesforce Experience (used to be called Community);...
by RightStar Team | Feb 26, 2023 | Blog, Remedyforce
Someone asked me about how to control what columns show up on the Remedyforce CMDB Details tab – for Tasks, for example. At first, I scratched my head and thought, “I have no idea!” (Yeah, that’s my go-to for a lot of questions.) Here is my...
by RightStar Team | Jan 26, 2023 | Blog, Remedyforce
I was reminded recently of how helpful Remedyforce can be for external, B2B customer support. RightStar has been using it for that purpose, so we know how handy it can be, but we have had other customers interested in it with the same kind of use case. One of the key...
by RightStar Team | Dec 27, 2022 | Blog, Remedyforce
As you all know, there are a couple of print options available in the “Action” menu in a Remedyforce ticket. But that printout relies on the Remedyforce Incident Console version 1.0 Page Layout. Sometimes that isn’t going to get you what you need, particularly with...
by RightStar Team | Oct 31, 2021 | Blog, Remedyforce
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?...
