Remedyforce Summer 17

Every release brings wave of new features and great enhancements.  As consultant my goal is to Remedyforce customers getting most out of every release. Here is quick preview of Summer 17

For support staff and clients:

  • Enhancements to Self Service 3.0 portal
  • Enhancements to Activity Feed and SmartViews on the Remedyforce Console tab
  • Ability to show only email conversation-related email templates in an email message
  • Ability to highlight updated Incidents and Service Requests in the Remedyforce Console list views, making it easy for staff to prioritize support efforts
  • Ability to view configuration items and assets details in the Remedyforce Console

For admins:

  • Ability to capture current staff from the parent record in action history for workflows
  • Hyperlink formula fields updated to eliminate JavaScript usage
  • Support for Salesforce Platform Encryption
  • Ability to capture Incident and Service Request close time for reporting
  • Reconciliation of CMDB record is generally available

1)Self Service 3.0 Portal

With Summer 17, clients can search records via the Self Service 3.0 portal.

  • My Activity:
    • Records are listed in chronological order of created date
    • You can search records by number or text
    • Now able to filter records by status and state or both
    • You can customize fields displayed on summary card for each record
    • Formatting of labels and values in summary card

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  • Self Service 3.0
    • Additionally, Summer 17 release improves Self Service portal usability by providing the ability to go back to Salesforce from within the portal.

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  • Self Service User Lookups

User lookups on self-service show email, full name, and photo, making it easy to identify users. You can easily pick users from dropdown for approvals, on behalf of, etc.

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  • Display Actionable Records by Client

Summer 17 adds a great feature to flag incidents if you are waiting on client responses. Staff can configure “Status values that are actionable by clients” settings so the status of Incidents are flagged in Self Service if an action by the client is required.

 

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2) Improvements to Activity Feed

  • Summer 17 offers a new ability to add attachments with a single click.

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Additionally, there is new email functionality on Activity Feed:

  • Support From and Bcc fields
  • Use of email templates
  • Ability to display attachments connected with incoming or outgoing email
  • Support for Contacts in type ahead for To, Cc, and Bcc fields (if configured)
  • Ability to add attachments when sending emails
  • Support for RTF formatting in emails

 

3) Email Conversation

  • With Summer 17, you have the ability to limit the templates shown in email conversation template window.
  • Another nice feature is support for email conversation folders to isolate email templates used only for email conversation.

 

4) Highlighted Records in the Console

  • Summer 17 offers two options for records:
    • New Record – Highlights new records to all queue members.
    • Update Record – When a user other than the owner of the record performs an action on the record.

For example, when the client updates the description of the record, sends an email message, or adds a note to the record, the record is updated or shown highlighted when another user performs the following actions.

  • Change owner (record is shown highlighted to the selected user)
  • Close or quick close a record
  • Link a record to a broadcast
  • Reopen a record
  • Mark the record as responded
  • Add a new action, send an email message, or add a note from the Actions menu
  • In the Incident Matching window, link another record as parent of the current record
  • Lock a record
  • Perform Activity from Feed or SmartView like adding notes, sending emails

 

If the owner of the record performs these actions, highlighting is removed.

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5) “Time to Close Business Days” Field

There is option to calculate time to close on Incidents/Service Request based on business hours defined by admin. This will help in reporting on actual time spent to close ticket based on business hours

 

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6) Configuration Items and Asset Details in Remedyforce Console

  • Summer 17 gives you the ability to view configuration items and asset details in the Remedyforce Console.

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7) Staff Information in Action History

  • The Action history includes staff information from the parent record out-of-the-box, making it very simple to write any alerts on actions like email received, email sent, client note, etc.

8) Reconciliation in CMDB

  • You can enable reconciliation to avoid adding duplicate configuration items (CIs) and assets to your Remedyforce CMDB.

9) Preview Options on Service Request in Self Service 3.0

With summer 17, when a client browses through the service catalog, or when they view search results, a rich-text description on the service request definition is displayed. If there is no RTF description, the non-RTF description is displayed. This enables the client to view the complete description on the service request. Clicking anywhere on the description launches the service request form.

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Ideas delivered by continuous effort of customers/partners and BMC product management to improve and make Remedyforce world class ITSM product

 

  1. Self Service 3.0 ticket search
  2. How to Notify Incident Staff when Action History Updated
  3. Ability to select what Email Templates are Available for Email Conversation
  4. self service 3.0- Allow admin to show more info in open ticket list
  5. Please provide “back” button for Self Service 3.0
  6. Self service 3.0 – view my activities filters
  7. Record locking is misleading the users. Even if user exit the record, still shows it is locked -using automatic option.
  8. Show client’s email in ‘on behalf of’ in Self Service 3.0
  9. Request Definition User Lookup Improvement

 

Please do take opportunity to visit BMC Remedyforce Communities

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Creating Service Request via Email

Creating Service Request Via Email. This process involves applying SR based on specific keywords etc.  Also needs basic knowledge of process builder.

  1. Find our service request id from . You can add tab for Request definition or run report. We need ID.

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2  Set up > Process Builder > Create Process flow based on criteria

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If you would like to convert only specific emails, Capture from address of incoming email – store it in custom field and use that.

You can fine tune criteria based on your needs

3. Apply SR as Action

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4. Test by Sending an email

 

Once SR is created staff can populate input fields from description and SAVE

Try on sandbox first 🙂

Know Remedyforce Keyboard Shortcuts Save time!

Remedyforce is not just one of the best Helpdesk product but also designed to increase staff efficiency. There are number of shortcuts available. You can also enable alternate shortcuts

These shortcuts are applicable on Remedyforce console.

Action Shortcut Keys
Launch New Record CNTR + ALT +N
Save Current Record CNTR + ALT + S
Close Current Tab CNTR + ALT + W
Console Agent Tools CNTR + ALT + T
Console Action options CNTR + ALT + A
First tab of Console CNTR + ALT + 0
Launch Module List Views

(Dynamic shortcuts based on the sequence of modules)

Note- Does not work in Safari on Macintosh

CNTR + ALT + 1 to 9

Remedyforce Shortcuts.jpg

If you would like to use Letters instead of Number keys

Administrators can enable “Enable a different set of keyboard shortcuts in Remedyforce Console “from RF Administration > Application Settings

Remedyforce Shortcuts Letters.jpg

Hope this tutorial helps you to save some time!

Remedyforce Winter 17 My Top 10

  1. New Updated Interface:

Modern and Intuitive interface.  More readability

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  1. Ability to customize columns on console

Staff could not customize columns. With Remedyforce winter 17 staff can customize columns on console view.

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 3. Assign to me option

Now Staff can do this on click of button from Record or from Console selecting multiple records

  1. Remedyforce console shows highlighting like email

Agents could not identify new record easily

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A record is not considered New if staff performs an action from the

  • Actions menu
  • Updates the Responded Date field
  • Changes the status of the record
  • of the record.
  • Note: any changes in the ownership of an incident will not affect the New Incident flag

 5.Remedyforce console forms new look

The look and feel of the Console forms are changed.

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Key feature:

  • Assign to me button
  • Client full name instead of user name
  • Activity Feed
  • One click access to record details
  • Adding notes and email super easy
  • Ability to Edit records from
  • SamrtView option

 6.Smart view embedded on Forms making it super easy for staff to see and edit records.

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  • Reduces number of clicks increasing staff productivity
  • Easily access related records, tasks, Change requests, Configuration items, notes , attachments all in one view
  • Quickly edit records
  • Ability to send emails

  7.Activity Feed

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  • Easily send emails
  • Read notes
  • Add or read attachments
  1. Knowledge articles
  • New look and feel
  • Ability to embed videos from YouTube or Vemo or any such sites.
  1. Self-service 3.0

Self-service Beta becomes generally available. Supporting almost all features.New sleek design.

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 10.SmartSync – BETA enhancements

With Winter 17 Templates and Request definition are added to the settings

Magic of “Report Types” – Remedyforce

What are Report Types?

Report Type helps to identify which table,which fields are included in Remedyforce/Salesforce Report.There are number of Report types which are shipped with Remedyforce. The object could be made reportable by checking allow reportable on custom object.

In this tutorial we will look at how to use report type and how to create some useful report types Using report type is like connecting 2 tables “inner join” and “Outer joins” to pull record.

Which Report Type am I using?

This is located here

RPT1.png

You pick the report type while creating report be careful on what you pick as the data set returned would vary on what you pick

RPT2.jpg

How to create custom report type?

There is always a situation where you may not find the report type which is available out of box.

Examples

  1. Report on few common examples
  2. Incidents with Notes (action history)
  3. Incidents with or without tasks
  4. Service Request with or without tasks
  5. Incidents by any user fields
  6. Approval reports

In this example we will see how to create example 2 Incidents with Action History (Notes,emails or any other action)

  1. Login as Administrator > Go to Setup > Build > Create > Report Type
  2. Select New Report Type say “Incidents with Action History”
  3. Select Deployment Status to “Deployed” this will make it available for reportingRPT3.jpg
  4. Select Secondary Object Action History and pick option “A” in this use caseRPT4.jpgRPT5.JPG
  5. Save
  6. Your report type is ready for use
  7. Go to Reports tab >Click on New Report >RPt11.jpg
  8. Pick columns you need and group by field. Apply other filters as needed. RPT12.jpg
  9. Save

Advance Report type settings (optional)

You can add more related fields on report for which you will have to add formulae otherwise. You can also easily manage fields.

Example – in this report I would like to pull Clients City, Department and Company

I do not have custom fields and I do not want to add custom fields for this as it is overhead on limited resources.

Trick:

  1. In Same Report Type
  2. Click on “Edit Layout”
  3. You can remove fields from this layout – this will just remove fields on reports field list making it easy to find what you need.
  4. In this case we are looking for Clients Department ,city and company which is not in Incident object
  5. Select Edit Layout RPT6.jpg
  6.  Select “Add fields related via lookup”RPT7.jpg
  7. RPT8.pngRPT10.jpg
  8. Save
  9. Now add a Report using this Report type just like what we did above
  10.  Notice you have these fields available.
  11. We have saved resources by not creating custom fields 🙂

RPT13.jpg

Hope this takes you to step closer for getting reporting matrix.

 

Remedyforce Approval Reporting

Do you need pending approval reports? Here is how you can get a quick report for Remedyforce or even Salesforce modules.

Quick Steps:

  1. Login as Administrator (need ability to create report types)
  2. Go to Setup > Quick find > Report types
  3. Create a Report based on Process Instance and Process Instance node

Approvals.JPG

  1. Save
  2. Go to Reports Tab look for Report type
  3. Create Report  columns Created by ,Status, Record Name, Process Name, Object Types
  4. Group  Object Type and Add any Other filters if needed.Pending Approvals.JPG

Hope this helps to get pending approvals noticed. Looking forward to any comments.

On demand approvals for Service request.

Use case – Managers are not mapped in Salesforce for user object however we want ability to send service request for approval to selected manager on Remedyforce Service request form.

Advantages:

  • User can pick required manager or approver
  • Data comes from user list
  • No need to worry about AD not getting right manager field if you have user sync

In this tutorial we will go though steps on how to configure this.

Step 1: Create Service request make sure you have custom look up field on user object

  1. Login to Remedyforce as administrator
  2. Go to Remedyforce administration > Configure Application > Request definition
  3. Go to the request definition say “New Employee Request”
  4. Add new custom field (assuming you have other fields on the form)1

    Step 2: Create a custom look up filed on Incident object to store selected manager from form

    1. Go to Remedyforce Administration
    2. Manage Objects > Created and Edit Objects > Incidents >Custom fields and relationship
    3. New field of type “Look up” relationship Related to “user” object

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    Step 3:  Map SR field to this field

    1. Go to Remedyforce administration > Configure Application > Request definition
    2. Go to the request definition say “New Employee Request”
    3. Edit > Fulfillment
    4. Select Primary Incident Template under “Map inputs to template fields”3.jpg
    5. Map Select manager field from form to Store manager. Save.
    6. Make sure you have checked “Automatically Submit for Approval (when matching criteria are met)” on general tab .Save.

    Step 4:  Create Approval process for service request.

    Key is in this step – Assigned approver should be “Related user – Store Manager” (the custom field in which value is stored). This will route the approval to manager selected from the form. 

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    Approval process overview

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    Save and test the service request form by selecting manager when submitting.

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Note: The approver will need read access to record. Ideally View all on incidents is great option for this.

Hope this helps to automate and streamline the process.

Change Request from Service Request

How to create Change Request from Service Request with Approval.
User Case: Application change request is submitted from Self Service which requires say App Admin approval which creates a change request.

Primary steps is to create a service request, followed by approval.

Step 1:  Create Templates. This service request requires at least one Incident and 1 Request detail template and One Change request template

  1. Login as Remedyforce administrator
  2. Go to Administration > Configure Application > Templates
  3. Create 1 Incident Template say SR-INC-Application Change Request, populate queue, description and other required fields.
  4. Create 1 Request Detail say Name SR-Application Change Request , map Incident Templates as SR-INC-Application Change Request
  5. Create Change Request Template with required prepopulated fields like description, queue etc.

Step 2: Create Service Request form

  1. Login as Remedyforce administrator
  2. Go to Administration > Configure Application > Request Definition
  3. Give name , Service- Service offering (come from business service in CMDB), Pick category where this would be listed , select Incident Template, Service Request Template
  4.  Make it online , this will make it visible
  5. Check “Automatically Submit for Approval”
  6. Save
  7. Under fulfillment tab
  8. Add the Change Request Template which was created
  9. Save
  10. Add Questions and answers to form from “Inputs tab”
  11. Save the form
  12. If may like to pass information from service request form to change request which is being created mapping under fulfillment tab.
  13. Save the form

Step 3: Create approval process – we will cover detail approval process in another blog

  1. Create approval process.
  2. Most Important step to trigger task once Service request  is approved You need to have “Field Update” to check “Approved” check box to “ True”
  3. If you do not do this then no Change or any other templates would be invoked. Refer Service Request Approval blog for screenshots

Service Request with Approvals

How to create Service Request which requires Approval and once approved create Tasks or assignments.
New Hire Request is submitted which requires HR approval. Once approved it creates 3 tasks
New Employee – Create AD account
New Employee – Configure laptop
New Employee – Office

Primary steps is to create a service request, followed by approval. This is an overview.

Step 1:  Create Templates. Every service request requires at least one Incident and 1 Request detail template and number of task templates depending on requirement

  1. Login as Remedyforce administrator
  2. Go to Administration > Configure Application > Templates
  3. Create 1 Incident Template say SR-INC-New Hire Request, populate queue, description and other required fields.
  4. Create 1 Request Detail say Name SR-New Hire Request , map Incident Templates as SR-INC-New Hire Request
  5. Create 3 task templates
    New Employee – Create AD account
    New Employee – Configure laptop
    New Employee – Office

Step 2: Create Service Request form

  1. Login as Remedyforce administrator
  2. Go to Administration > Configure Application > Request Definition
  3. Give name , Service- Service offering (come from business service in CMDB), Pick category where this would be listed , select Incident Template, Service Request Template
  4.  Make it online , this will make it visible
  5. Check “Automatically Submit for Approval”
  6. Save
  7. Under fulfillment tab
  8. Add 3 task templates
    New Employee – Create AD account
    New Employee – Configure laptop
    New Employee – Office
  9. Save
  10. Add Questions  to form from “Inputs tab”
  11. If you would like to spun specific task only when question’s answer is Yes or NO then use “Invoke template” option
    Example- create Configure laptop only when Laptop needed answer is yes
    In this case Invoke and map yes to Task template name New Employee – Configure laptop
  1. Save the form
  2. If you would like to pass information from service request form to any field use mapping under “Fulfilment tab – map User Inputs to Templete fields” This would be covered in another blog in detail
  3. Save the form

Step 3: Create approval process – we will cover detail approval process in another blog

  1. Create approval process like below.

approval.png

2. Most Important step to trigger task once Service request  is approved. You need to have “Field Update” to check “Approved” check box to “ True”. This will trigger the tasks  once SR is approved. If you forget to check this box no task would be created 

SR Approval 2.JPG

SR approval 3.JPG

Hope this gives you a good starting point. See Service Request section for more tips.

How to Launch Change Request or Problem/Release/ from Task form in RF Console

1.Login to Remedyforce as Admin

2. Go to Rf Administration > Manage Objects > Tasks

3. Add new field of type “Formula” and return type text called as Launch CR

Put below formula

Link to Change

HYPERLINK(“javascript:if(window.parent.isServiceCloudConsole){window.parent.addSConsoleTab(‘/apex/BMCServiceDesk__ChangeConsole?record_id=” & BMCServiceDesk__FKChange__c & “&record_name=”& BMCServiceDesk__FKChange__r.Name &”&isServiceCloudConsole=true’,'”& Name &”‘ );}else{var loc = window.parent.location.href; if(loc.indexOf(‘isRFConsoleDetailForm=true’)!= -1){window.parent.parent.addTab( ‘” & BMCServiceDesk__FKChange__c & “‘, ‘” & BMCServiceDesk__FKChange__r.Name & ” ‘,’Change_Request__c’);}else{ var win =window.open(‘/apex/BMCServiceDesk__RemedyforceConsole?record_id=” & BMCServiceDesk__FKChange__c & “&objectName=Change_Request__c’);}}”, BMCServiceDesk__FKChange__r.Name,”_self”)

 

4.Save

5. Add this filed to the Task form by going to appropriate Field Sets  on Task object

6. Save.

7. Verify you can launch related CR from task

 

Link to problem

 

HYPERLINK(“javascript:if(window.parent.isServiceCloudConsole){window.parent.addSConsoleTab(‘/apex/BMCServiceDesk__ProblemConsole?record_id=” & BMCServiceDesk__FKProblem__c & “&record_name=”& BMCServiceDesk__FKProblem__r.Name &”&isServiceCloudConsole=true’,'”& Name &”‘ );}else{var loc = window.parent.location.href; if(loc.indexOf(‘isRFConsoleDetailForm=true’)!= -1){window.parent.parent.addTab( ‘” & BMCServiceDesk__FKChange__c & “‘, ‘” & BMCServiceDesk__FKChange__r.Name & ” ‘,’Problem__c’);}else{ var win =window.open(‘/apex/BMCServiceDesk__RemedyforceConsole?record_id=” & BMCServiceDesk__FKProblem__c & “&objectName=Problem__c’);}}”, BMCServiceDesk__FKProblem__r.Name,”_self”)

Link to Release

HYPERLINK(“javascript:if(window.parent.isServiceCloudConsole){window.parent.addSConsoleTab(‘/apex/BMCServiceDesk__ReleaseConsole?record_id=” & BMCServiceDesk__FKRelease__c & “&record_name=”& BMCServiceDesk__FKRelease__r.Name &”&isServiceCloudConsole=true’,'”& Name &”‘ );}else{var loc = window.parent.location.href; if(loc.indexOf(‘isRFConsoleDetailForm=true’)!= -1){window.parent.parent.addTab( ‘” & BMCServiceDesk__FKRelease__c & “‘, ‘” & BMCServiceDesk__FKRelease__r.Name & ” ‘,’Release__c’);}else{ var win =window.open(‘/apex/BMCServiceDesk__RemedyforceConsole?record_id=” & BMCServiceDesk__FKRelease__c & “&objectName=Release__c’);}}”, BMCServiceDesk__FKRelease__r.Name,”_self”)