Working with records
BMC Remedyforce enables you to work with various records such as, incidents, service requests, tasks, problems, change requests, releases, broadcasts, and knowledge articles.
| Goal | Supported record type | Reference |
|---|---|---|
| To filter records in the list view. |
| Filtering records in list views |
| To lock a record. |
| Locking records |
| To submit a record for approval. |
| Submitting records for approval |
| To approve a record. |
| Approving records submitted for approval |
| To view service targets that must be completed to resolve the record. |
| Viewing service targets for a record |
| To configure the sequence in which the linked tasks or change request records are completed. |
| Configuring the sequence of linked records in the manifest |
| To delete a record that is not required. |
| Deleting records |
| To search the knowledge base to resolve a record. |
| Searching the knowledge base |
| To create a knowledge article that provides information about resolving a similar issue. |
| Creating a knowledge article from a record |
| To communicate with the client about the record. |
| 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. |
| Linking to records of other modules |
| To view best practices for implementing service desk processes. |
| Viewing the Alignability Process Model |
| To view the previously assigned queue of a record. |
| Using the Last Queue field |
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