Performing actions on service requests

This section provides information about the additional actions that you can perform on service requests by using the Actions and Agent Tools menus.

Note

You can only view the options that your system administrator has configured for your profile.

To perform actions on a service request

Click the Remedyforce Console tab.
Click View > Service Requests.
From the list of service requests, select the record on which you want to perform an action.
On the Service Request Details form, from the Actions or Agent Tools menu, select the appropriate option.
For more information, see Actions menu options and Agent Tools menu options.
Save the record.

Actions menu options

The following table lists the options that are available by default in the Actions menu for service requests. Your system administrator can add custom actions and configure the Actions menu options based on profiles.

Goal	Select option	Additional steps to be performed	Notes
To add notes to a record For example, when clients call the service desk to provide updates about their requests, you can type these updates in a note and attach the notes to their records.	Add Note	In the Add Note window, perform the following actions: Enter the note details. (If the field is available) In the Duration field, enter the time that you have spent on the action for which you are adding a note. Click Add.	Alternatively, you can also navigate to Record Details > Action History > New Note.
To add user-defined or system-defined actions to a record	New Action	In the Actions window, select the action that you want to add to the record. If you select the Notes action, a new browser window is displayed where you can enter additional notes.	The actions that you select are displayed in the Action History section on the Record Details page. Alternatively, you can also navigate to Record Details > Action History > New Action.
To view the history of all actions that are performed on a record	View Action History	In the Incident History window, view the list of actions that are performed for the record. Select an action to view more details.	Alternatively, you can also navigate to Record Details > Action History > View Action History.
To add an attachment to a record Note: You can add attachments to a service request before and after saving a record.	Attach/View Files	In the Attach/View Files window, perform the following actions: To select the file that you want to attach to the service request, click Choose File. Select the file that you want to add and click Open. The selected file is attached to the record. To close the Attach/View Files window, click Close. Note: In the Attach/View Files window, you can also view or delete the existing attachments.	Alternatively, you can also navigate to Record Details > Files > Attach File. You can attach a maximum of 2 GB file size.
To track the date and time when you have responded to a client	Responded	Not applicable	When you click Responded, the system date and time is updated in the Responded Date field.
To interact with the client about the record	Email	For more information, see Using email conversation.	Not applicable
To request an approval for a record	Submit for Approval	For more information, see Submitting records for approval.	Alternatively, you can also navigate to Record Details > Approval History > Submit for Approval.
To fulfill a service request by assigning configuration items or assets to the request	Fulfill Request (CMDB)	For more information, see Fulfilling a service request by assigning a CI or asset.	Not applicable
To create a record similar to an existing record	Clone	For more information, see Cloning service requests.	Not applicable
To close a record after it is resolved	Close	For more information, see Closing service requests.	Not applicable
To close a record without filling in the details	Quick Close	Not applicable	Not applicable
To reopen a record if a client raises a similar request again	Reopen	For more information, Reopening service requests.	Not applicable
To create a PDF file of the record details	Print to PDF	Not applicable	To add a specific field to the PDF output, contact your system administrator.
To print the record details	Print	In the new browser tab or window that is displayed, click Print This Page	Not applicable

Agent Tools menu options

The following table lists the options that are available by default in the Agent Tools menu for service requests. Your system administrator can configure the Agent Tools menu options based on profiles.

Goal	Select option	Additional steps to be performed	Notes
To search for information to resolve a record	Knowledge Search	For more information, see Searching the knowledge base.	Performing a knowledge search does not search in fields of type Checkbox, Date/Time, or Number.
To create a knowledge article and link it to the record to resolve similar requests	Create Knowledge Articles	For more information, see Creating a knowledge article from a record.	The knowledge articles that you create are displayed in the Linked Knowledge Articles section.
To view the configuration items that are linked to a record	CMDB Explorer	In the CMDB Explorer window, click a configuration item to view the detailed information.	There is no limit on the number of CIs that you can link to a record; however, at a time, you can view only 150 linked CIs in the CMDB Explorer. Each time you click a record from the CMDB Explorer page, the record opens in a tab in the Remedyforce Console.
To perform actions on BMC Client Management devices that are linked to a record	CI Actions	Based on the version of BMC Client Management, the CI Actions window or Asset Core Actions menu is displayed. For more information about performing actions, see Accessing the BCM Actions menu.	The CI Actions option is enabled only if your system administrator has enabled the integration with BMC Client Management.
To search and link similar records	Service Request Matching	For more information, see Searching for matching service requests.	Not applicable
To use a suggested template to create a service request	Suggested Templates	For more information, see Creating a service request.	Not applicable
To assign the record to a suggested owner Note: You can assign a record to a user, queue, or to a member of the selected queue.	Suggested Owners	For more information, see Changing the service request owner.	System administrators configure suggested owners based on required criteria. If there are no suggested staff members, suggested queues are displayed.
To view service targets linked to a record	Service Targets	For more information, see Viewing service or operational level targets for a record.	If there are applicable service targets, the Service Targets option is enabled only after you save the record and BMC Remedyforce creates the service target transactions for the record.
To order tasks and change requests	Incident Manifest	For more information, see Configuring the sequence of linked records in the manifest.	The manifest is available after you save a record. The manifest provides a tabular view of all the tasks and change requests that are linked to a record.

Performing actions on service requests

To perform actions on a service request

Actions menu options

Agent Tools menu options

Related topic

Comments