Creating a change request without a template

If your system does not have templates defined, use this procedure to create a change request.

• • To create a change request without a template
  • Change Request fields
  • Related topic

To create a change request without a template

1. Click the Remedyforce Console tab.
2. From the View menu, select Change Requests and click New.
3. In the Initiator ID field, click .
4. In the Search for a user window, click the required user.
5. In the Category field, click .
6. Enter other information about the release, and click Save.
   For more information, see Change Request fields.
7. Click Save.
   If conflicting service outages which are marked as a blackout period do not exist in between the selected Scheduled Start and Scheduled End dates of the change request, the change request is saved.
   
8. (This step is applicable only if the change request conflicts with service outages which are marked as a blackout period) If your system administrator has enabled your user settings to create emergency change requests by overriding service outages, perform the following steps:
   1. To review the conflicting service outageswhich are marked as a blackout period in the change schedule, in the confirmation message that is displayed, click click here.
   2. To create the change request by overriding the service outages which are marked as a blackout period, click OK.
   If the system administrator has enabled a workflow email notification to be sent on creating a change request by overriding a blackout period, the workflow sends you an email with details about the change request. 

When a record is created, the Created action is recorded in the Change Request History section that tracks the date and time when a record is created and the user details.

Change Request fields

The following table describes the fields that are available on the New Change Request form and the actions that you have to perform. Based on the layout that is assigned to your profile, some of the fields described in the table might not be available on the New Change Request form that is displayed to you. For more information, see Common items on forms in the Salesforce page layout.

Your system administrator can apply filters to a lookup field on the Change Request form. Here are a few important points that help you understand the lookup filters.

• If a filter is applied to a lookup field, only the records that match the filter criteria are displayed in the pop-up window. If the configured filter is optional, you can use the Show all results option to remove the filter.
• Type ahead in the lookup type fields works only on the results that are the part of the filtered results. For example, on the Category lookup field, if a filter is applied to show only Hardware and Applications as the results, then type ahead only works for those two categories. Also, if you click the lookup icon to search for the other categories by typing in the search field, the search does not return any results unless you use the Show all results option to remove the filter.
• If your system administrator has configured a custom lookup field, the type ahead functionality does not work when you are using the field for the first time. You must click the lookup icon and select the required option for the first time.

Related topic

Customizing-forms-for-the-Remedyforce-Console-tab

Using-the-Last-Queue-field