Performing actions on broadcasts
You can perform additional actions on broadcast records by using the Actions and Agent Tools menus. You can view only the options that your system administrator has configured for your profile.
To perform actions on a broadcast record
- Click the Remedyforce Console tab.
- Click View > Broadcasts.
- From the list of broadcasts, select the record on which you want to perform an action.
- On the Broadcast Details form, from the Actions or Agent Tools menu, select the appropriate option.
For more information, see Actions menu options and Agent Tools menu option.
- Save the broadcast record.
Actions menu options
The following table lists the options that are available by default in the Actions menu for broadcasts. Your system administrator can add custom actions and configure the Actions menu options based on profiles.
|Additional steps to be performed
|To add notes to a record
In the Add Note window, perform the following actions:
|Alternatively, you can also navigate to Record Details > Action History > New Note.
|To add user-defined or system-defined actions to a record
|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 Broadcast 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 an broadcast record before and after saving a record.
In the Attach/View Files window, perform the following actions:
Note: In the Attach/View Files window, you can also view or delete the existing attachments.
Alternatively, you can also navigate to Record Details > Notes & Attachments > Attach File.
The size of an attachment cannot exceed 10 MB.
|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 create a record similar to an existing record
|For more information, see Cloning broadcasts.
|To close a record after it is resolved
|For more information, see Closing broadcasts.
|To reopen a broadcast instead of creating a new one if the reported issue or outage of the broadcast has occurred again
|For more information, Reopening broadcasts.
|To create a PDF file of the record details
|Print to PDF
|To add a specific field to the PDF output, contact your system administrator.
|To print the record details
|In the new browser tab or window that is displayed, click Print This Page
Agent Tools menu option
The Agent Tools menu for broadcasts displays only the Knowledge Search option by default. For more information about the Knowledge Search option, see Searching the knowledge base.
Your system administrator can add custom actions and configure the Agent Tools menu options based on profiles.