Note

 

This documentation supports the 20.15.02 version of Remedyforce.

To view the latest documentation, click

Editing tasks

You cannot edit a closed task record. If a task is not assigned to you, you can edit it only if you meet any of the following conditions:

  • The task is assigned to a staff member who is lower in the role hierarchy than you are and you have read access to the Task custom object.
  • The task is assigned to a queue, and you are a member of this queue.
  • The assigned staff member of this task has shared the task record with you.
  • The system administrator of the Salesforce.com organization has changed the default sharing access of tasks from the out-of-the-box access level of Public Read Only to Public Read/Write.

The changes in a record are displayed in the Task History section.

To edit a task

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Tasks.
  3. From the list of tasks, select the task that you want to edit.
  4. Update the information in the required fields.

    To apply a template on an existing record, system administrator must select the Allow applying of templates on an existing record check box on the General Application Settings page. If the check box is not selected, the Template field is shown inactive. For more information about the Allow applying of templates on an existing record check box, see Configuring general application settings.

    Note

    If the Allow applying of templates on an existing record check box is enabled and you have a field of type Text Area (Rich) on the form, the template field values are not displayed on the form immediately. The fields from template are populated when you save the record.


    If you have changed the value of the Impact or Urgency field, the Due Date Calculation window is displayed or the due date is recalculated based on the settings configured by your system administrator.

    If the Due Date Calculation window is displayed, select one of the following options:

    Option

    Description

    Do not recalculate

    The existing due date is retained for the record.

    Recalculate based on open date

    The due date is recalculated by using the opened date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the date and time when the task was created.

    Recalculate based on current date

    The due date is recalculated by using the current date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the current date and time.

  5. (Optional) To revert the changes that you make to a task before saving the record, click Reload.
  6. To update the task, click Save.

To edit multiple tasks

To be able to update multiple tasks, the Enable multi-record updates in list views check box for the Tasks console view must be selected in the Remedyforce console tab settings. For more information, see Customizing the Remedyforce Console tab.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Tasks.
  3. Select the check boxes for the records that you want to edit, and click Update.
    You can update only 200 records at the same time.
  4. From the Field list, select the field that you want to update for the selected records.
    Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.
  5. Enter or select a value for the selected field.
  6. Click Apply.
    You can update one field of multiple records at the same time.
  7. To update another field of multiple records, repeat step 4 to step 6.
  8. Click OK.

Related topic

Configuring general application settings

Was this page helpful? Yes No Submitting... Thank you

Comments