Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Editing problems

If a problem is not assigned to you, you can edit it only if you meet any of the following conditions:

  • The problem is assigned to a staff member who is lower in the role hierarchy than you are and you have read access to the Problem custom object.
  • The assigned staff member of this problem has shared the problem with you.
  • The system administrator of the Salesforce.com organization has changed the default sharing access of problems from the out-of-the-box access level of Public Read Only to Public Read/Write.

The changes in a record are displayed in the Problem History section.

To edit a problem

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Problems.
  3. From the list of problems, select the problem that you want to edit.
  4. Update the information in the required fields.
    If you have changed the value of the Impact or Urgency field, the Due Date Calculation window is displayed or the due date is recalculated based on the settings configured by your system administrator.

    If the Due Date Calculation window is displayed, select one of the following options:

    Option

    Description

    Do not recalculate

    The existing due date is retained for the record.

    Recalculate based on open date

    The due date is recalculated by using the opened date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the date and time when the problem was created.

    Recalculate based on current date

    The due date is recalculated by using the current date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the current date and time.

  5. (Optional) To revert the changes that you make to a problem before saving the record, click Reload.
  6. To update the problem, click Save.

To edit multiple problems

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Problems.
  3. Select the check boxes for the records that you want to edit, and click Update.
    You can update only 200 records at the same time.
  4. From the Field list, select the field that you want to update for the selected records.
    Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.
  5. Enter or select a value for the selected field.
  6. Click Apply.
    You can update one field of multiple records at the same time.
  7. To update another field of multiple records, repeat step 4 to step 6.
  8. Click OK.

How changes to problems are tracked

When you edit a problem, the changes are tracked in the Problem History section.

If your system administrator is tracking the Record Update Count field and you modify a tracked field, two records are created in the Problem History section. One record specifies the change and the other record displays the number of times the problem is modified.

The following table provides an example of the records that are created in the Problem History section based on whether tracking is enabled for the Status and Record Update Count fields.

Tracking enabled for the Status fieldTracking enabled for the Record Update Count fieldRecords created in Problem History section
YesYes
  • Changed Status from Opened to Pending.
  • Changed Record Update Count from <x> to <y>.
NoYesChanged Record Update Count from <x> to <y>.
YesNoChanged Status from Opened to Pending.
NoNoNone

Related topics

Enabling field history tracking

Configuring general application settings

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