Performing actions on problems
You can perform additional actions on problem records by using the Actions and Agent Tools menus. You can view only the options that your system administrator has configured for your profile.
To perform actions on a problem
- Click the Remedyforce Console tab.
- Click View > Problems.
- From the list of problems, select the record on which you want to perform an action.
- On the Problem 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 problem record.
Actions menu options
The following table lists the options that are available by default in the Actions menu for problems. Your system administrator can add custom actions and configure the Actions menu options based on profiles.
| Goal | Select option | Additional steps to be performed | Notes |
|---|---|---|---|
| To add notes to a record | Add Note | 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 | New Action | 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 Problem 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 problem record before and after saving a record. | Attach/View Files | 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 interact with the client about the record | For more information, see Using email conversation. | Not applicable | |
| 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 | Clone | For more information, see Cloning problems. | Not applicable |
| To close a record after it is resolved | Close | For more information, see Closing problems. | Not applicable |
| To reopen a record if the issue reported in the original problem still exists or the reported resolution did not resolve the problem and further work is needed | Reopen | For more information, Reopening problems. | Not applicable |
| To create a PDF file of the record details | Print to PDF | Not applicable | 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 | Not applicable |
Agent Tools menu options
The following table lists the options that are available by default in the Agent Tools menu for problems. Your system administrator can add custom actions and configure the Agent Tools menu options based on profiles.
| Goal | Select option | Additional steps to be performed | Notes |
|---|---|---|---|
| To search for information to resolve a record | Knowledge Search | 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 | CI Explorer | In the CI Explorer window, click a configuration item to view the detailed information. |
|
| To view service targets linked to a record | Service Targets | 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 | Problem Manifest | 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. |
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