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

    2.jpg

    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. 

    4.jpg

    Approval process overview

    5.jpg

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

    6.jpg7

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”)

 

 

My_Work Remedyforce- Show records assigned to me in console,reports,QV

Today you cannot see Incidents or tasks assigned to you. In this article we will see how to create a view to show Incidents Assigned to you

1.Login as Administrator
2.Go Remedyforce Administration > Manage Objects > Incidents > Custom fields
3.Add custom field of type formula return type boolean say “Logged in User”

IF ( BMCServiceDesk__FKOpenBy__r.Id = $User.Id, TRUE, FALSE)

 

14.Save formula
5.Go to List views
6.Add a new view with State = Open and Current user =True2

7.You will See Only Incidents Assigned to you from all queues which are in open state.
8.Repeat same step for Task or any other modules
9This could be also used in reports or quick views

Customizing Incident Console form

Use case – as an administrator you have request to change the fields. Layout or order of the fields.

Remedyforce console gives staff a single tab to access records from different modules like Incidents, Service Requests, Tasks, Change Request, Releases. Every console from is made up of fieldsets which is section on the form with collection of fields. The fieldsets helps to organize forms.

Remedyforce Field sets.JPG

Here are the steps

  1. Login as Administrator to Remedyforce
  2. Go to Remedyforce Administration
  3. Manage Objects > Create and Edit Objects
  4. Note- If doing first time – Enable object access by creating a remotes site with URL Skip this step if you have already configured
  5. Select Object Incident in drop down
  6. Select Field Sets > Look for fieldsets which start with “Console – “
  7. Say you want to add existing field to client details section
  8. Edit – drag and drop the fields needed from field pallet at the top
  9. Save
  10. Go to Remedyforce console > Incident – open existing record Verify the changes.

Note: Here we are not adding new field set and we are just covering how to add exiting field.

Changing Remedyforce console list view

Use case – as an administrator you have request to change the columns which are shown in the list view say for Incident module.
Remedyforce Console List views.jpg

Remedyforce console gives staff a single tab to access records from different modules like Incidents, Service Requests, Tasks, Change Request, Releases

  1. Login as Administrator to Remedyforce
  2. Go to Remedyforce Administration
  3. Manage Objects > Create and Edit Objects
  4. Note- If doing first time – Enable object access by creating a remotes site with URL.Skip this step if you have already configured.
  5.  Select Object Incident in drop down.
  6. Select Field Sets > Look for “Column Headers”
  7. Edit – drag and drop the fields needed from field pallet at the top.
  8. Save.
  9. Go to Remedyforce console > Incident Verify the changes.

Note: This is global change. If the columns are changed it would change globally. It is good idea to involve all teams in finalizing list. This is also the same view for Service Request list view. So changing this will also affect your service request list view.

Check list for changing primary administrator account of Remedyforce Salesforce on the org

Use Case: You may come in the situation where Salesforce org administrator account is changed or the user has to be switched to new admin or  deactivated.

You can simply rename the existing account (reuse by just changing email address so that you as a new admin can own this account). and use it however this will consume an additional license and will refer to this old name, if you would like to follow the standard process here is the checklist.

First thing you can do is before deactivating that admin user, change its email address to new admin user’s email address. Validate change and make sure you (one of new admin) has access to that account.

Note: Important part would be you do not lockout the system/loose all admin access to systemSo before depreciating make sure that at least one of the new admin has full access and they can login. 

Its strongly recommended to test this on Sandbox if you are not sure about other applications on org specially Salesforce CRM or any appexchange apps.

Considering system has only Remedyforce application. Some important places where you should check and update new admin in this process.

  1. Workflows > Settings > Default workflow user
  2. Email services > mail listener > Email address > context user
  3. Company information > Primary contact
  4. Pentaho package > if you are using LDAP integration and this is the account being used ( you will need new user name and security token as well and need to revalidate all places)
  5. Customer Portal > Settings >Administrator
  6. Setup > Customize > Leads > Web-to-Lead ( even if you are not using it , you may have to update this as the user account is going to change)
  7. Cases >Support settings  ( even if you are not using it , you may have to update this as the user account is going to change)
  8. If user is used in In an approval process, as approver/delegated approver
  9. If you have used this account for field updates like updating owner ( so check workflow filed updates) or assignment rules reference
  10. Check any special workflows /validation rules if you are refereeing this user

Enable feature to “add additional information” using email conversation templates

Use case: Adding additional information in email conversation using email templates

Remedyforce has great functionality of email conversation where user and staff can communicate and all the communication could be added to the record. Once you follow the actual steps you can also enable this feature.  Before you can use this feature administrator will have to make some changes.

Here are the detail steps on how to configure this.

1. Login as administrator to Remedyforce
2.Enable this option by going to  Go to Email Administration > Configure Email > Email Conversation Settings
Check the box “Allow staff members to add additional information in the email sent using templates”
3. Save the settings.
4. Go to Administration Setup > Communication Templates > Email Templates
5. Locate the template in which you would like to add the additional information
6. There would be “Visual force” templates which you see under email option
For example in this case I would like to add additional notes/text for one of the templates
“Email Template for submitting feedback when incident is closed”
7. Edit template
Add below line after say after Priority (HTML tag for adding a row) As I want to see these at the end. Be careful while editing these as this, as these are VF .
<tr>
<td>Additional Information:</td>
<td> {!relatedto.BMCServiceDesk__Additional_email_information__C}</td>
</tr>

The template will look like this

2

8.Now go back to any existing “Incident Record” Select Action “Email”> Select above template>
9.Check additional information check box> Add information like below
10. Send- Output would look like this

5

Important Note: You will need to update each template like this which we plan to use for adding additional information