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.
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
- Click the Remedyforce Console tab.
- Click View > Incidents/Service Requests.
- From the list of incidents and service requests, select the record on which you want to perform an action.
- On the Incident Details form, from the Actions or Agent Tools menu, select the appropriate option.
For more information, see Actions menu options and Agent Tools menu options.
- 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.
|Additional steps to be performed
|To add notes to a record
For example, when clients calls the service desk to provide updates about their incidents, you can type these updates in a note and attach the notes to their records.
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 Incident 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 incident or a service request 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 track the date and time when you have responded to a client
|When you click Responded, the system date and time is updated in the Responded Date field.
|To interact with the client about the record
|For more information, see Using email conversation.
|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 incidents or service requests.
|To close a record after it is resolved
|For more information, see Closing incidents or service requests.
|To close a record without filling in the details
|To reopen a record if a client continues to face the issue reported in the original incident
|For more information, Reopening incidents or service requests.
|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 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.
|Additional steps to be performed
|To search for information to resolve a record
|For more information, see Searching the knowledge base.
|Performing a knowledge search does not search in check box, Date/Time, or Number type fields.
|To create a knowledge article and link it to the record to resolve similar issues
|Create Knowledge Articles
|For more information, see Creating a knowledge article from a record.
|The knowledge articles that you create are displayed in the Linked Knowledge Articles section.
|To view the configuration items that are linked to a record
|In the CI Explorer window, click a configuration item to view the detailed information.
|To perform actions on BMC FootPrints Asset Core devices that are linked to a record
|Based on the version of BMC FootPrints Asset Core, the CI Actions window or Asset Core Actions menu is displayed. For more information about performing actions, see Accessing the Asset Core Actions menu.
|The CI Actions option is enabled only if your system administrator has enabled the integration with BMC FootPrints Asset Core.
|To search and link similar records
|For more information, see Searching for matching incidents.
|To use a suggested template to create an incident
|For more information, see Creating an incident or a service request by applying a template.
To assign the record to a suggested owner
Note: You can assign a record to a user, queue, or to a member of the selected queue.
|For more information, see Changing the incident or service request owner.
|System administrators configure suggested owners based on required criteria. If there are no suggested staff members, suggested queues are displayed.
|To view service targets linked to a record
|For more information, see Viewing service targets for a record.
|If there are applicable service targets, the Service Targets option is enabled only after you save the record and BMC Remedyforce creates the service target transactions for the record.
|To order tasks and change requests
|For more information, see Configuring the sequence of linked records in the manifest.
|The manifest is available after you save a record. The manifest provides a tabular view of all the tasks and change requests that are linked to a record.