Performing actions on tasks
You can perform additional actions on task 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 tasks
- Click the Remedyforce Console tab.
- Click View > Tasks.
- From the list of tasks, select the record on which you want to perform an action.
- On the Task 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 task record.
Actions menu options
The following table lists the options that are available by default in the Actions menu for tasks. Your system administrator can add custom actions and configure the Actions menu options based on profiles.
|Additional steps to be performed
|To add notes to a record
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
|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 Task 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 a task record before and after saving a record.
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 > Files > Attach File.
You can attach a maximum of 2 GB file size.
|To interact with the client about the record
|For more information, see Using email conversation.
|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
|For more information, see Cloning tasks.
|To close a record after it is resolved
|For more information, see Closing tasks.
|To close a record without filling in the details
|To reopen a task if the resolution of the task did not complete the task and rework is required
|For more information, Reopening tasks.
|To create a PDF file of the record details
|Print to PDF
|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
Agent Tools menu options
The following table lists the options that are available by default in the Agent Tools menu for tasks. Your system administrator can add custom actions and configure the Agent Tools menu options based on profiles.
|Additional steps to be performed
|To search for information to resolve a record
|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 view the configuration items that are linked to a record
|In the CMDB Explorer window, click a configuration item to view the detailed information.
|To view service targets linked to a record
|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.