• Inok Systems

Remedyforce Advanced Tips and Tricks (Part 1) – Auditing long text fields

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Those who have meddled long enough in Remedyforce will understand this blog post by the title. Out of the box, salesforce can only audit 20 fields as a limit and not able to monitor freetext field changes.

Well, if out of the box audit is not able to do it, lets build our own audit text box!

1. Create a new custom field called "Incident History" in the incident object (long text).

2. Add it in the console incident details field set if you want users to see this.

3. Permissions on the field can be set accordingly to your liking.

4. Create a Field update action called "Update Inc History" in the Incident Object so that it will update this field with a formula:

PRIORVALUE(Incident_History__c) + br()+ "Created By: " + CreatedBy.FirstName + CreatedBy.LastName + "(" + TEXT(LastModifiedDate) +")"+ br()+ BMCServiceDesk__incidentDescription__c

5. Create an Incident Object workflow rule Trigger called "inc history update" so that this will trigger the update action in step 4. I set it to upon create and edit so that when someone change the desc, it will still trigger upon edit. To reduce duplicated info, I have set a rule in there to check if the desc is changed or not:


Random Blogpost

Let’s first take a look at the definitions in ITIL:

Call (Service Operation): A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged.

Incident (Service Operation): An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set.