Note

 

This documentation supports the 20.15.02 version of Remedyforce.

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Configuring service requests settings

On the Fulfillment tab of a service request definition, if you add Change Request and Task templates that are used to fulfill the service request, BMC Remedyforce creates the change request and task records of the templates that you have added. You can configure BMC Remedyforce to assign these change request and task records to a default queue. When you view these change request and task records, the Staff Assignment Details section displays the queue to which you have assigned the change request and task records.

Note

If the Owner ID field is populated in the Change Request or Task templates, the change request and task records of the templates are assigned to the owner specified in the Owner ID field. The Owner ID field in the template takes precedence over the default queue assignment. If the Owner ID field is not populated, a queue is not configured for the Change Request and Task templates, and the service request is submitted by a client in Self Service, then the change request and task records of the templates are assigned to the client. If the Owner ID field is not populated, a queue is not configured for the Change Request and Task templates, and the service request is submitted by a staff member or system administrator in BMC Remedyforce, then the change request and task records of the templates are assigned to the staff member or system administrator.

To configure service request settings

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Service Requests.
  3. To populate the values of custom Incident fields in service request records, select the Populate the values of Request Detail custom fields in Incident custom fields check box.
  4. To assign a default queue for all new tasks that are created to fulfill a service request, select the required queue in the Task Templates list.
  5. To assign a default queue for all new change requests that are created to fulfill a service request, select the required queue from the Change Request Templates list.
  6. Click Save.
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