Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Managing supporting information for agreements

The Agreement form contains the following Supporting Information tabs:

  • History – Allows you to track the history of all actions that were performed on the agreement by viewing the existing user-defined and system-defined actions or adding new user-defined actions.
  • Incidents, Tasks, Problems, and Change Requests – Display the incidents, service requests, tasks, problems, and change requests that meet the service targets of the agreement.
  • Documentation – Allows you to attach documents and URLs to the attachments that are required to close the agreement.
  • Auditing – Displays the history of changes made to fields in the form. The BMC Remedyforce system administrator enables field history tracking for required fields.
    By default, Salesforce allows you to track 20 fields on a form. BMC recommends that you always track the Record Update Count field. For a field that is not tracked and for the changes in service targets, the text "Record Update Count" appears in the Changed Field column. For more information, see Enabling field history tracking.

    Note

    The Supporting Information section is not loaded in a new form. When you save the record, the Display Supporting Information link appears. Click this link to view the Supporting Information section. You can configure the Supporting Information section to always display by selecting the Always display Supporting Information for existing records check box. After displaying the Supporting Information section, click the Hide link to hide the Supporting Information section.

To manage supporting information for an agreement

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu select Agreements.
    Alternatively, you can also navigate to Remedyforce Workspaces > Service Level Management > Agreements.
  3. In the agreements list view, select the required agreement.
  4. In the Supporting Information section, click the History tab.
    In the History tab, you can manage the user-defined actions and system-defined actions of the agreement by running any of the following commands in the View and Actions menus:
    1. Click the View menu and select any of following commands:

      View menu commands

      Description

      User Entries

      Displays all user-defined actions that were performed on this agreement

      System Entries

      Displays all system-defined actions that were performed on this agreement

      All Entries

      Displays all actions (both user-defined and system-defined) that were performed on this agreement

    2. Click the Actions menu and select any of following commands:

      Actions menu commands

      Description

      Add

      Opens the Actions window where you can select a user-defined action to add to this agreement

      Edit

      Opens the Actions window where you can edit the selected user-defined action

  5. In the Supporting Information section, view the records that meet the service targets of the agreement.
    1. Based on the records that you want to view, click the appropriate tab (Incidents, Change Requests, Problems, or Tasks).
    2. On the selected tab, run any of the following commands in the View menu:

      View menu commands

      Description

      All

      Displays all associated records

      Open

      Displays the associated incident, service request, change request, problem, or task records that are in the Open stage

      Acknowledged

      Displays the associated incident, service request, change request, problem, or task records that are in the Acknowledged stage

      In Process

      Displays the associated incident, service request, change request, problem, or task records that are in the In Process stage

      Closed

      Displays the associated incident, service request, change request, problem, or task records that are in the Closed stage

  6. In the Supporting Information section, click the Documentation tab.
    On the Documentation tab, you can manage the attachments and URLs to the attachments of the agreement by running any of the following commands in the Actions menu:

    Actions menu commands

    Description

    Add

    Adds an attachment or a URL to the attachment to the current agreement

    Open

    Opens the attachment or URL to the attachment from the current agreement

    Delete

    Deletes the attachment or URL to the attachment from the current agreement

  7. To view the history of changes made to fields in the form, click the Auditing tab.
  8. Click Save.
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