Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Closing broadcasts

BMC recommends that you do not edit the fields on the broadcast form of a closed record. You can edit the linked records of linked objects. However, you cannot link another record by using the New Action or New Incident button, or create and link another record by using the Create and Link to Broadcast button.

The following table lists the actions that you can or cannot perform in the record details of a closed broadcast record:

Related List

Edit link in the Action column

Delete link in the Action column

New <Link/Action/Incident> Buttons

Action History

Allowed

Not Allowed

Not Allowed

Linked Incidents

Allowed

Not Allowed

Not Allowed

When closing a broadcast, you can also choose to close all the linked incidents because they are no longer required. If you have selected a closure category for the broadcast, that category is also applied in the Closure Category field of the linked incidents that are closed. Applying the same closure category to the linked incidents ensures that the reason specified for closing the broadcast and all linked incidents is consistent.

To close a broadcast

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Broadcasts.
  3. From the list of broadcasts, select the record that you want to close.
  4. From the Actions menu, select Close.

    Note

    This procedure describes the out-of-the-box fields only. If your system administrator has added or removed fields, complete all the fields on the form.

  5. Enter the required details in the Close Broadcast window.
    The following table lists the fields on the Close Broadcast window.

    Field

    Action required

    Closed By

    Select the staff member who has worked on the broadcast. By default, this field displays the Staff ID of the currently logged-on staff member. If you are closing the broadcast for another staff member, select the required staff member.

    Closed Date

    The Closed Date field displays the current date and time

    Status

    Select a close status. By default, this field is filled with the default close status that is configured by the system administrator. If required, you can select a different close status. All status records with the state of Close are displayed in the Status list.

    Closure Category

    Select the category that suggests the reason for closing the broadcast.

    Expiration Date

    Select the date and time when you want to stop displaying the broadcast message.

    Category

    The Category field is filled with the category that is entered in the Broadcast form. If the original category is incorrect or no longer applies, select the required category from the Category field.

    Resolution

    Type the resolution of the incident. By default, this field is filled with the value of the Resolution field in the Broadcast form. You can modify this field to include the confirmed resolution of the broadcast or any new steps taken to close the broadcast.

    Update Standard Description

    To add the contents of the Broadcast form Description field as a new standard description for the category of this broadcast, select the Update Standard Description check box. You might need to add a new standard description to describe a frequently occurring issue that belongs to the category of the current broadcast.

    Update Standard Resolution

    To add the contents of the Broadcast form Resolution field as a new standard resolution for the standard description of the issue, select the Update Standard Resolution check box. You might need to add this resolution for the standard description of this issue because it provides the information to resolve the issue or it might be an alternate method of resolving the issue.

    Close Linked Incidents

    If you have linked incidents with the record, select the Close Linked Incidents check box to close those incidents. The value in the Resolution field of this record is appended to the Resolution field of the linked open records.

  6. Click Save.

Related topic

Configuring fields on the Close form

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