Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Working with records

BMC Remedyforce enables you to work with various records such as, incidents, tasks, problems, change requests, releases, broadcasts, and knowledge articles.

GoalSupported record typeReference
To filter records in the list view
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts
Creating or editing a custom view for records
To submit a record for approval
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts
  • Knowledge Articles
Submitting records for approval
To approve a record
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts
  • Knowledge Articles
Approving records submitted for approval
To view service targets that must be completed to resolve the record
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
Viewing service targets for a record
To configure the sequence in which the linked tasks or change request records are completed
  • Incidents/Service Requests
  • Problems
  • Change Requests
  • Releases
Configuring the sequence of linked records in the manifest
To delete a record that is not required
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts
Deleting records
To search the knowledge base to resolve a record
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts
Searching the knowledge base
To create a knowledge article that provides information about resolving a similar issue
  • Incidents/Service Requests
  • Problems
  • Change Requests
Creating a knowledge article from a record
To communicate with the client about the the record
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
Using email conversation
To link a record with another related record For example, to resolve an incident, you might need to implement a change request.
  • Incidents/Service Requests
  • Tasks
  • Problems
  • Change Requests
  • Releases
  • Broadcasts
  • Knowledge Articles
Linking to records of other modules
To view best practices for implementing service desk processes
  • Incidents/Service Requests
  • Problems
  • Change Requests
  • Releases
Viewing the Alignability Process Model
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