Note

 

This documentation supports the 20.18.01 version of Remedyforce.

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Performing actions on change requests

You can perform additional actions on change request 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 change request

  1. Click the Remedyforce Console tab.
  2. Click View > Change Requests.
  3. From the list of change requests, select the record on which you want to perform an action.
  4. On the Change Request 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.
  5. Save the change request record.

Actions menu options

The following table lists the options that are available by default in the Actions menu for change requests. Your system administrator can add custom actions and configure the Actions menu options based on profiles.

GoalSelect optionAdditional steps to be performedNotes
To add notes to a recordAdd Note

In the Add Note window, perform the following actions:

  1. Enter the note details.
  2. (Optional) In the Duration field, enter the time that you have spent on the action for which you are adding a note.
  3. Click Add.
Alternatively, you can also navigate to Record Details > Action History > New Note.
To add user-defined or system-defined actions to a recordNew ActionIn 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 HistoryIn the Change Request 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 change request record before and after saving a record.

Attach/View Files

In the Attach/View Files window, perform the following actions:

  1. To select the file that you want to attach to the change request, click Choose File.
  2. Select the file that you want to add and click Open. The selected file is attached to the record.
  3. To close the Attach/View Files window, click Close.

Note: In the Attach/View Files window, you can also view or delete the existing attachments.

Alternatively, you can also navigate to Record Details > Files > Attach File.

You can attach a maximum of 2 GB file size.

To track the date and time when you have responded to a clientRespondedNot applicableWhen you click Responded, the system date and time is updated in the Responded Date field.
To interact with the client about the recordEmailFor more information, see Using email conversation.Not applicable
To request an approval for a recordSubmit for ApprovalFor 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 recordCloneFor more information, see Cloning change requests.Not applicable
To close a record after it is resolvedCloseFor more information, see Closing change requests.Not applicable
To reopen a record if the initiator is not satisfied with change that you have implemented or the review of the change request has brought more change activities that must be performed to complete the change requestReopenFor more information, Reopening change requests.Not applicable
To create a PDF file of the record detailsPrint to PDFNot applicableTo add a specific field to the PDF output, contact your system administrator.
To print the record detailsPrintIn the new browser tab or window that is displayed, click Print This PageNot applicable

Agent Tools menu options

The following table lists the options that are available by default in the Agent Tools menu for incidents and service requests. Your system administrator can add custom actions and configure the Agent Tools menu options based on profiles.

GoalSelect optionAdditional steps to be performedNotes
To search for information to resolve a recordKnowledge SearchFor 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 issuesCreate Knowledge ArticlesFor 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 recordCMDB ExplorerIn the CMDB Explorer window, click a configuration item to view the detailed information.
  • There is no limit on the number of CIs that you can link to a record; however, at a time, you can view only 150 linked CIs in the CMDB Explorer.
  • Each time you click a record from the CMDB Explorer page, the record opens in a tab in the Remedyforce Console.
To view service targets linked to a recordService TargetsFor 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 requestsChange ManifestFor 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.
To view the change scheduleChange ScheduleFor more information, see Using the change schedule.Not applicable
To view the impact of change request on linked configuration itemImpact AnalysisFor more information, see Viewing the impact of change requests on CIs and assets.Not applicable
To detect colliding configuration items for change requestCollision DetectionFor more information, see Detecting and resolving collisions in change requests.Not applicable

Related topic

Managing the Actions and Agent Tools menus

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