CategoryBehaviourApplication output

• The format of the value in the Date/Time fields on the Incident and Task forms is displayed based on the locale selected for the device on which the staff members are accessing the Remedyforce mobile application.
• If the priority of a record changes, the due date is recalculated based on organization-wide default business hours.
• If a user applies a template to create an incident, the template values might not be applied based on the settings configured. If the Allow applying of templates on an existing record and Replace form field values with template field values check boxes (Remedyforce Administration > Application Settings > General Application Settings > Template Settings) are not selected, the template values are not applied. In this case, the values that the user enters in the incident and task fields are retained in the record.
  • If the Allow applying of templates on an existing record and it enables users to apply template on an existing incident or task record.
  • If the Replace form field values with template field values check box is selected, the field values in the incident and task records are replaced with the field values in the template.

Maximum number of records displayed

• The record list view displays a maximum of 500 open records in the Service Desk mobile app. Search results in the list view display 500 open and closed records. If a user performs a search, the sort filter options are not considered in the search results.
• A lookup field displays a maximum of 20 records on the lookup page. For example, if you have 25 categories, the Category lookup page displays a maximum of 20 categories. However, the users can search for additional records.

Configuring record assignment

• If you want staff members to use the staff and queue feature in the Assignment Details section of the Incident and Task forms, you must enable the setting.
• If you want to display the Staff and Queue fields instead of the Owner field in the Incident and Task forms, you must add those fields to the Remedyforce Mobile (Analyst) – Incident Details and Remedyforce Mobile (Analyst) – Task Details field sets.
• If you have configured user segregation on the User object, the Owner, Staff, and Queue fields in the Incident and Task forms show the filtered users in the lookup field based on the sharing settings configured.
• If the staff and queue feature is enabled, and both the Queue and Staff field values are populated in an incident or task, staff members can view the record in the Assigned to Me and Assigned to My Queue lists.

Showing configuration items and assetsEmail conversation settings

• Although the email conversation settings might be enabled (Remedyforce Administration > Configure Email > Email Conversation Settings), the staff members cannot use an email template to send email messages.
• The Bcc field is not displayed on the mobile application.
• You can configure multiple email addresses for the From field (Remedyforce Administration > Configure Email > Email Conversation Settings). While sending an email message, from the From field, the staff members can select the required email address from which they want to send the email.