Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

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

  1. Click the Remedyforce Console tab.
  2. Click View > Broadcasts.
  3. From the list of broadcasts, select the record on which you want to perform an action.
  4. 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.
  5. 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.

GoalSelect optionAdditional steps to be performedNotes
To add notes to a recordAdd Note

In the Add Note window, perform the following actions:

  1. Enter the note details.
  2. (Optional) In the Duration field, enter the time that you have spent on the action for which you are adding a note.
  3. Click Add.
Alternatively, you can also navigate to Record Details > Action History > New Note.
To add user-defined or system-defined actions to a recordNew ActionIn 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 HistoryIn 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.

Attach/View Files

In the Attach/View Files window, perform the following actions:

  1. To select the file that you want to attach to the broadcast, click Choose File.
  2. Select the file that you want to add and click Open. The selected file is attached to the record.
  3. 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 > Notes & Attachments > Attach File.

The size of an attachment cannot exceed 10 MB.

To request an approval for a recordSubmit for ApprovalFor 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 recordCloneFor more information, see Cloning broadcasts.Not applicable
To close a record after it is resolvedCloseFor more information, see Closing broadcasts.Not applicable
To reopen a broadcast instead of creating a new one if the reported issue or outage of the broadcast has occurred againReopenFor more information, Reopening broadcasts.Not applicable
To create a PDF file of the record detailsPrint to PDFNot applicableTo add a specific field to the PDF output, contact your system administrator.
To print the record detailsPrintIn the new browser tab or window that is displayed, click Print This PageNot applicable

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.

Related topic

Adding custom actions to the Actions or Agent Tools menus

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