Note This documentation supports the 20.15.01 version of BMC Remedyforce.To view the latest version, select the version from the Product version menu.

Performing actions on incidents or service requests

This section provides information about the additional actions that you can perform on incident and service request records 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 an incident or service request record

  1. Click the Remedyforce Console tab.
  2. Click View > Incidents/Service Requests.
  3. From the list of incidents and service requests, select the record on which you want to perform an action.
  4. On the Incident Details form, from the Actions or Agent Tools menu, select the appropriate option.
     For more information, see Actions menu optionsand Agent Tools menu options.
  5. Save the incident record.

Actions menu options

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

Agent Tools menu options

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

Related topic

Adding-custom-actions-to-the-Actions-or-Agent-Tools-menus

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*